To improve overall services and performance of Inbound Contact Center Regular to Client customers, it is critical for Project Operations Manager to institute an experienced outsourcing services to help provide energy services Inbound Contact Center Regular comprising the agent, team leader and supervisor. The services provided to customers shall be in accordance with the Service Standards from Client.
The role requires candidates to be able to fulfill and commit to below
Taking part in improving quality of all units in CX & System within agreed development period
Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
Reporting to General Manager/CC Director for any abnormalities in operation
Following and making sure all team members are actively involved activities Service
Handling escalation cases from customers to ensure due process is adhered properly with highest customer service-oriented mindset
Monitoring, make sure all member of team actively involved in the activities of Quality Service
Making sure all team members are actively involved and work closely to achieve team and individual KPIs
Doing the responsibility and authority in accordance with the business processes defined by Client
Improvement and Motivation Program
Developing personal performance and team members such as training, briefings, seeking information latest, and others
Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients
Contact Center Client and its analysis.
Management and Assessments
Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
Attending Weekly Meeting with Clients to share insights and highlights of operation.
Supervising a dynamic team to support Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
Attending to ad-hoc tasks as assigned by General Manager or Client.
Provide Activity Report as Team performance report daily, weekly and monthly bases.
Taking decision about problems that occurred in the entire program that supports service
