Open Vacancies
Job Detail Expired Date: 07-Dec-2018
Job Code : 000745 Job Location : Head Office
Job Title : Supervisor, Contact Center Working Type : Full Time
Number of Positions : 1

Job Introduction

    Supervise the call center team and ensure they deliver the high standard of service to customers to make sure the customer satisfaction.

Job Description

  • Maintain and improve call center operations quality performance by conducting the monitoring, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, and installing upgrades

  • Maintains equipment by evaluating and installing, developing preventive maintenance programs, calling for repairs, evaluating and implementing upgrades

  • Produce and submit accurate reports on daily weekly, monthly, quarterly and annually over various aspects of call-center performance in a timely manner to Manager, Customer Service

  • Track all the history of call volumes and forecast the future call volumes to meet anticipated demands

  • Supervise Call Center Team to ensure that they are able to deliver services to customers up to expectation

  • Coach and guide Call Center Team on new information updated over products, services, policies, procedures in order to respond the right answers to customers

Job Requirements

  • Degree in Marketing or other related fields

  • Minimum 2 years of work experience in customer service or call center

  • Good communication, interpersonal and problem-solving skills and able to work under pressure

  • Good computer literacy

  • Good verbal and written communication skills in English.