Customer Service Planning Assistant Manager

Call center planning
KPI Management
- Daily manage CIC KPI index and operation index
- Weekly/Monthly review low performance and make improvement plan
- Setting up KPI target, Evaluation scheme for individual agent and Call Center
Strategy & Data Analysis
- Set up call center strategy (recruitment/ coaching/ system enhancement)
- Regular competitor benchmark and prepare best practice
- Monthly data analysis to find out weak points and need to improve: Repeated Call, SVC Levels…
- CIC operation cost management
Call Forecasting (IB/OB trend/ Digital trend) and manpower allocation
Call Center Operation Support
System management
Assist for CIC Manager as requested
Digital Operation Management (Online chatting/ Chatbot)
Staffing (headcount/ labor/attendance/ contract/welfare)

- Minimum 5 years’ experience in Call Center Operation Leader position
- Thorough understanding of call center metrics
- Exceptional customer service skills and Data analytical skills.
- Have experience in Digital performance & operation (5 years)
- Excellent communication (in Vietnamese & English) and leadership skills
- Knowledge of electronics & home appliance products and consultation content (prefer)
- University graduate with a bachelor degree or above
- Demonstrated skills and experience in the area of Call Center management (15 years)

Laptop, Chế độ bảo hiểm, Phụ cấp, Đào tạo, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-04-03 11:13:11