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.
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