Job Description Summary
- Manage overall Call Center performance to achieve KPIs and revenue target. Plan to control expenses appropriately including supervising the performance of staff in the team to ensure quality, accuracy, speed, and business value and achieve the KPI goals set by the company and the employee.
Job Responsibilities
- Plan and supervise the performance of subordinates on the project assigned to get jobs that are quality, accurate, fast and with business value to achieve KPI goals Which the company determines.
- Planning for revenue management expenditure appropriate and profitable according to the KPI as determined by the company.
- Plan to allocate and control the rate of entry of employees appropriately according to the workload.
- Coordinate with clients about tasks assigned, KPI commitment and maintain good relationships with clients.
- Develop the potential and increase the skills of subordinates to be able to work efficiently.
- Recommend help to support work Including evaluation of performance, measurement, development, and quality improvement the ability of subordinate.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Summarize overview performance Report (daily, weekly, monthly) presented to General Manager and Clients.
- Coordinate or discuss with related parties such as IT Admin HR etc.
- Job Assignment & Others.