To improve overall services and performance of Inbound Contact Center Regular to transcosmos’ Client customers, it is critical for Project Supervisor 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 transcosmos’ Client.
· Providing Performance Reports and analysis such as attendance, achievement, activities assigned, etc.
· Managing an Inbound team comprises of Team Leaders, Trainer, QA and Flight agents in all aspects of a call center context.
· Highly involving in identifying agent gaps and offer prevention plan accordingly
· Responsible for monitoring Flight agents in terms of quality and quantity to meet operational requirements from Clients
· Carry out all the above activities in accordance KPI set by transcosmos’ Client.
· Following and making sure all team members are actively involved activities Service Improvement and Motivation Program.
· Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client.
· Taking full credits to train/retrain Flight agents to sustain service quality and quantity at par level.
· Voluntarily taking inbound calls to support operation, when needed.
· Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
· Monitoring, make sure all member of team (team leader and agent) actively involved in the activities of Quality Service Management and Assessments.
· Handling and taking full responsibilities for escalation cases from client to ensure lesson/experience learned and no re-occurrence.
· Developing personal performance and team members (Team leader and agents) such as training, briefings, seeking information latest, and others.
· Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaint are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others.
· Handling escalation cases from customers to ensure due process is adhered properly with highest customer service-oriented mindset.
