![PERSOLKELLY Vietnam](https://media.trabajo.org/img/noimg.jpg)
Senior Operation Manager
4 weeks ago
To improve overall services and performance of Inbound Contact Center
- 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 the Client.
- Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
- 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 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 processe
- Attending Weekly Meeting with Clients to share insights and highlights of operation.
- Attending to ad-hoc tasks as assigned by General Manager or Client.
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Senior Operations
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Operations Manager
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Sales Operations Manager
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