Customer Service Manager

Attending Weekly Meeting with Clients to share insights and highlights of operation.
Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
Managing an team comprises of Supervisor, Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
Making sure all team members are actively involved and work closely to achieve team and individual KPIs
Reporting to General Manager/CC Director for any abnormalities in operation
Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
Planning and executing strategically Operation through forecasting, 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.
Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client

In- depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.
Strong leadership skills with the ability to motivate and inspire a diverse team.
Excellent analytical and problem- solving abilities, with a track record of driving process improvements and achieving operational efficiency.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
Having experience in Contact Center and E- commerce.
Good at English (4 skills).
At least 2 years experience Manager in Contact Center
Ability to thrive in a fast- paced and dynamic environment, managing multiple priorities and deadlines.

Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-06-15 08:45:03