Operation Manager up to 35M

*General responsibilities:

To improve overall services and performance of Contact Center Regular to Client customers, it is critical for Outbound Manager to institute an experienced outsourcing service 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 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 Supervisor, Training Leader, QA and CS agents in all aspects of a call center context.

• Supervising a dynamic team to support 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 of 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.  

• At least 3 year-experience in leading a telesales team nutrition and FMCG in Call Center environment.

• 2 years experienced with Supervisor position or above and Proficient in English

• Experience in managing to performance targets desired

• Project management experience, able to work independently on multiple concurrent initiatives

• Ability to do multitasks and highly adapt to constantly changing environment

• Excellent oral, written and interpersonal communication skill

• Demonstrated problem-solving skills, strategic and analytical capabilities

• Intermediate to advanced reporting skills

• Moderate ability to identify and analyze data for trends and forecast

• Deep understanding of Call Center Metrics

• Disciplined and high motivated to motivate and encourage team for improvement

• Strong determination of KPI achievement

- Good at MS Office and CRM systems

- Working time: 06 days/week ( from Monday to Saturday, bi-Saturday ) 

- SHUI

- Team building, Company trip.