Trưởng Nhóm Chăm Sóc Khách Hàng (Quận 12)

- Manage by walking around. Be visible to answer questions.
- Motivate and encourage agents through positive communication and feedback
- Develop short training documents that support call center operations
- Analysis of trends, emerging issues and factors affecting subsidiary performance
- Keep staff motivated and engaged
- Answer questions from staff and provide guidance and feedback
- Good presentation skills
- Create a detailed plan of the way in which you plan to impact your team’s day- by- day performance
- Keep management informed on issues and problems
- Produce a quarterly Strategy Presentation outlining your team’s performance, growth and recommendations for additional growth and improvement
- Administer training programs for existing staff when needed
- Work with management on refining and scheduling appropriate training sessions
- Develop contests, awards and themes that increase agents’ loyalty and focus.
- Devise and/or recommend ways to optimize procedures
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Prepare monthly/annual results and performance reports
- Ensure agent adherence to policies for attendance, established procedures etc.
- Help team members reach their highest potential through effective one on one coaching and group training

- 2 years minimum supervising/leading a team.
- Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops schedule)
- Experience in a high- growth organization strongly preferred.
- University/Colleges required.
- English
- Experience in Customer Service roles or any relevant roles is an advantage.
- N2 holder, excellent Japanese communication skills (Speaking, Listening, Reading and Writing)

Cập nhật gần nhất lúc: 2024-03-10 18:50:42