To improve overall services and performance of Inbound Contact Center Regular to transcosmos’ Client customers, it is critical for Project Operations Manager to institute an experienced outsourcing services to help provide energy services Inbound Contact Center Regular comprising the agent, team leader and supervisor. The services provided to customers shall be in accordance with the Service Standards from transcosmos’ Client. The role requires candidates to be able to fulfill and commit to below Responsibilities tied with Requirements.
Specific responsibilities

• 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 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.