Mô tả công việc
- Managing the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
- Doing needs assessments, performance reviews, setting/meeting performance targets for speed, efficiency and quality
- Ensuring all relevant communications and data are updated and recorded
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Monitoring random calls to improve quality, minimise errors and track operative performance
- Coordinating staff recruitment, writing job adverts and working with HR staff
- Reviewing the performance of staff, identifying coaching needs and planning coaching sessions
- Recording statistics, user rates and the performance levels of the center
- Preparing reports on these statistics, rates and performance levels
- Handling the most complex customer complaints or enquiries
- Organizing shift patterns and the number of staff required to meet demand
- Motivating and retaining staff
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Perform ad-hoc tasks assigned and report to Customer Experience Center Director
Yêu cầu công việc
• Education: University Graduated up
+ At least 3 years’ experience in a similar position
+ Performance Management background
+ Ability to multitask, remain calm, perform critical analysis and propose solutions under pressure , especially during peak hours or intense situations.
+ Knowledge of management principles and familiarity with company products, services, and policies.
+ Strong coaching and leadership skills, ability to motivate employees and communicate effectively with all levels in the organization
+ Proficiency with necessary technology, including computers, software applications, phone systems, etc.
+ Polite, professional phone voice.
• Languages: Advanced communication and writing skills in English
Quyền lợi được hưởng
- Thu nhập từ 14 – 16 tháng lương/năm
- Được công ty hỗ trợ chi phí khám sức khỏe tổng quát định kỳ hàng năm
- Được điều chỉnh lương/cấp bậc 01 lần/năm tùy theo kết quả công việc và năng lực
Thông tin liên hệ
- Người liên hệ: công ty cổ phần công nghệ sen đỏ
- Địa chỉ: