Job Descriptions:
- Developing objectives for the call center’s day-to-day activities
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Provide oversight on team operations and deliverable production
- Monitor and improve ordering, telephone handling and other procedures
- Maintain adequate staffing to deliver consistent, timely and accurate service to customers per forecasted and observed call volume and successful call connections.
- Communicate process changes or new instructions to the team as appropriate.Perform quality assurance and providing feedback to team as well as participating in quality improvement conversations with Team Leaders
- Prepare reports for different departments or upper management
Requirements:
- Fluent in English
- Min. 2 years experience in similar position
- Bachelor Degree of any major. Having ICT Degree will be an advantage
- Proficient in call center equipment/ software programs
- Knowledge of performance evaluation and customer service metrics
- Excellent organizational and leadership skills with a problem-solving ability
Jenis Pekerjaan: Penuh Waktu
