รายละเอียดงาน
:
Involve in recruitment and candidate selection in alignment with business requirements and budget
Counsel/support direct reports on a day to day business activities and align on priorities
Communicate updates, results, and priorities to teams
Develop and maintain all procedures-related documentation (SOP, guidelines, process flow, etc.
Identify process improvement opportunities and provide feedback to the clients proactively
Ensure the achievement of targets set by the clients in terms of service levels, quality, and productivity. Attend monthly management reviews with client management Train, and prepare call center agents to respond to customer questions and complaints and troubleshoot problems with services or products.
· Ensure agents understand and comply with all call center objectives, performance standards, and policies.
· Answer agents questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues.
· Monitor and evaluate agent performance, provide learning or coach opportunities, and take corrective action, if necessary.
· Prepare reports and analyze data to assist management as they determine call center goals.
· Work with other supervisors and management team members to support agents and maximize customer satisfaction.
Administer a quarterly and yearly performance review for all employees. Identify areas of improvement and build action plans proactively
Set up KPI targets for employees that align with clients and business requirements
Handle client requests promptly and courteously
Promote outstanding customer service to ensure all customers receive courteous and efficient services
Maintain a positive attitude that promotes/rewards teamwork, efficiency, and two-ways feedback
Ensure compliance and duties as assigned by the hierarchy
คุณสมบัติผู้สมัคร :
1. เพศ Male/ Female 2. อายุ 30+ 40 years old. 3. การศึกษา bachelor degree or above / Excellent command of English 4. ความสามารถด้านคอมพิวเตอร์ "1. Microsoft office 2. Microsoft Out Look " 5.คุณสมบัติเพิ่มเติม Previous successful experience in a Leadership position within Operations Excellent interpersonal/communication skills, Ability to manage priorities and meet deadlines Strong self-control with ability to create a pleasant working environment Naturally motivated, self-driven, positive and accountable for business outcomes Analytical thinking: able to handle & utilize some analysis reports applying provided tools. Experienced to monitor and client responsive on variety social media channels (Facebook, LINE) · Strong understanding of company products, policies, and services. · Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. Proficiency with technology, especially computers, software applications, and phone systems. Intermediate MS Office skills. 6. ประสบการณ์ 3 years
