Assistant Contact Center Manager

รายละเอียดงาน

รูปแบบงาน : งานประจำ

จำนวนที่รับ : 1 ตำแหน่ง

สถานที่ปฏิบัติงาน : ชลบุรี(ศรีราชา)

เงินเดือน(บาท) : 70,000 - 95,000

วันหยุด : วันเสาร์, วันอาทิตย์

เวลาทำงาน : 09:00 - 18:00

เวลาทำงานอื่น : ไม่ระบุ

หน้าที่ความรับผิดชอบ

Responsibilities:
Provides high quality leadership to manage and is accountable for all aspects of the departmental performance to maximise: Sales Conversion, Customer satisfaction, Retention, Employee Satisfaction, Technology Utilization to ensure high Productivity, Quality and Operational Efficiency in Cost Effective manner. The goal is to do everything possible to attain goals and achieve great results for the company.

• Establishes and communicates action plans to ensure all CC members work with a focused direction to provide excellent performances.
• Leads, coaches, develops, supports, and motivates all Team Leaders to ensure their respective team is achieving sales, service, productivity, quality and operational goals.
• CAP Analysis, Resources planning & rostering, and participate in the recruitment process
• Monitor campaigns, promotions and events to ensure better customer management.
• Demonstrates and explains effective sales and service techniques to team.
• Handles special requests and unique customer situations promptly and effectively.
• Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours.
• Hold call calibration sessions and do call evaluation regularly to ensure quality of calls made and managed, information given is correct, accurate and regulatory compliance.
• Identifies high potential team members and promotes their development and advancement
• Ensures that all Service Experts receive their monthly 1:1 on Scorecard, QA coaching and performance appraisal (half-yearly) on time.
• Work closely with Trainer to provide supports to in-house training courses and on-the-job training for Service Experts as needed.
• Service Center Process Audit half-yearly with Action Plan Implementation for continual improvement
• To support & implement any ad-hoc business projects as instructed by Line Manager

Requirements
• Proven experience as call center manager or similar position in a highly customer sales and service driven contact centre environment.
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Proficient in MS Office and call center equipment/software programs
• Certified Call Center Qualifications (e.g. COPC, ISO10002) or any equivalent qualification is a plus
• Bachelor degree in Business Administration, Communications, Marketing or any related field
• Thai Nationality is preferable with excellence command of spoken and written English
• Prior experiences in Auto Insurance with Non-life broker license is an advantage
• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills.
• Customer and service-oriented, patient and strong perseverance, and work well under stress. Possess of excellent communication, interpersonal, organizational and supervisory skills.
• Lesser equivalent experience/requirement may consider as Assistant Manager

คุณสมบัติ

เพศ : ชาย , หญิง

อายุ(ปี) : 35 ปีขึ้นไป

ระดับการศึกษา : ปริญญาตรี

ประสบการณ์(ปี) : 6ปีขึ้นไป

อื่นๆ : ไม่ระบุ

คุณสมบัติเพิ่มเติม

สวัสดิการ

สวัสดิการอื่นๆ

- Provident Fund
- Life insurance
- Health Insurance Group
- Family Health Insurance
- Dental Insurance
- Bonus, Salary Increment
- Outing trip, Family day,New year party

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