Supervisor (Contact Center Industry) - 18 Mil

Trao đổi khi phỏng vấn

We are looking for a Supervisor (Contact Center Industry) for a manufacturing as detail:

- Assist the customer service manager to achieve the desired level of service
- Manage daily activities in the customer service team
- Process designer
- Continue to implement new or existing processes to improve KPI, customer experience, performance.
- Support the development of training plans for new CSRs and maintain ongoing training for existing CSRs.
- Support CSR to improve service quality to create the most satisfaction for customers
- Provide regular feedback, transparency and reporting on CSR performance for CSM.
- Forecast daily workload, time and design plan to overcome the backlog but still maintain a good KPI.
- Finding the gaps in process and offering the best solutions to maximize capacities and resources
- Identify risks and provide an immediate action plan for sudden incidents.
- Coordinate with relevant departments to achieve the company's business objectives.

- Male / Female, good at English
- Have 2-5 years experience in equivalent position specializing in call center
- Ability to plan and organize, communicate, present, negotiate, solve problems.
- Work independently and take responsibility
- Good at data and report to control backlogs & performance.