Contact Center Specialist

What will you do

  • Responsible for providing a productive and motivated working environment.
  • Supervise and manage the Contact Center Team, also ensure that all the company’s policies are followed.
  • Acknowledge the trending issues and monitor the performance of the Contact Center Team in order to achieve the goals.
  • Hire, train, coach, and lead the Contact Center Agents in providing the best support for customers.
  • Lead the meeting, give any updated information related to the Contact Center including the daily process, incidents, and events. 
  • Prepare a report and analyze the Contact Center data in order to improve the process, ensure that the resources are properly allocated, and maximize the efficiency and also the customer satisfaction.
  • Manage shifting, invoice and payroll validation for all agents
  • Understand how to deal with the customers through phone, email, and social media.
  • Coordinate through calls/emails with any respective working unit regarding the updates and availability of the latest information/policies. 
  • Ensure all agents are achieving the desired service levels and taking corrective action as needed.

What you need to have
  • Minimum education Bachelor degree with an experience as a Call Center Manager.
  • Passionate about customer support and customer satisfaction.
  • Have a strong sense of responsibility, fearless creativity and strong analytical skills. 
  • Knowledge of management principles and familiarity with company products, services, and policies. 
  • Ability to handle stressful situations appropriately, confident decision-maker, strong problem-solving and conflict-handling skills.
  • Ability to communicate confidently and fluently in English (oral and written).
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
  • Decisiveness and attention to detail. 
  • Permanent and willing to work in Jakarta.

Interested? Apply this vacancy on:

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