Get to know our Team:
He/She will be part of the Customer Relation team, which consisted of people from various culture and skill. The team will always put the Customer as the first priority in every work. The team also open to new idea and new challenge to bring our customer happy.
Get to know the Role:
This role is to manage operation of Call Center daily operation, in order to achieved Call Center KPI such as Service Level, Customer Satisfaction, Closing ratio etc. He/She also must have capability to build new or improve the Call Center System. Leadership skill is required to maintain many manpower in Call Center area.
The day-to-day activities:
- Monitor daily operational of Call Center Operation and immediate take action or decision when is required
- Highlight main issues from all touch points and escalate to related department
- Identify issues or improvement items in order to serve customer better in call center
- Looking new opportunity to improve the call center system, in order to serve customer better
- Lead the numbers of Call Agent & Team Leader to do effective & efficient process in call center
The must haves:
- Min Bachelor Degree , any degree. Preferably from Communication or Engineering
- Min 3-4 years of experiences in call center industry
- Have experience in leading call center operation in mid to high scale
- Have experience in using call center system
- Experience in automotive or rental company
- Proactive and good team player
- Able to work in fast paced working environment
- Excellent communication and interpersonal skill
- Good leadership skills
- Proficient with Ms. Office applications
- Good in English both written and verbal
