Thông tin công việc
Chức Danh: LAZADA - Callcenter Operation Manager
Loại hình công việc: Nhân viên chính thức
Mức lương: 35 Tr - 40 Tr VND
Công ty: Công Ty TNHH TransCosmos Việt Nam
Mô tả
- Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context
- Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others
- Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others
- Taking decision about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis
- Reporting to General Manager/CC Director for any abnormalities in operation
- Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients
- Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset
- Following and making sure all team members are actively involved activities Service Improvement and Motivation Program
- Taking part in improving quality of all units in CX & System within agreed development period
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs
- Developing personal performance and team members such as training, briefings, seeking information latest, and others
- Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
- Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client
- Provide Activity Report as Team performance report daily, weekly and monthly bases
- Attending Weekly Meeting with Clients to share insights and highlights of operation
- Attending to ad-hoc tasks as assigned by General Manager or Client
Yêu cầu
- At least 3 year-experience in leading an in-bound team in Call Center environment
- 1 years experienced with Operation Manager position
- Manage team > 50 agents
- Good at English
- Experience in managing to performance targets desired
- Project management experience, able to work independently on multiple concurrent initiatives
- Strong personality and leadership
- Strong determination of KPI achievement
- Disciplined and high motivated to motivate and encourage team for improvement
Yêu cầu bằng cấp: Chưa nhập
Yêu cầu hồ sơ:
- Bằng cấp:
Cao đẳng - Độ tuổi:
28 - 35
Yêu cầu độ tuổi: Chưa nhập
Yêu cầu kinh nghiệm: 1 - 2 Năm
Yêu cầu giới tính: Chưa nhập
Quyền lợi
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