Assistant Head of Customer Experience

Mô tả Công việc
Performance monitoring & system management (50%)
Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
Manage the service quality & report quality of local phone operator vendors such as caresoft, access administration of those equipment and systems deployed in the local Customer Experience Organization.
Maintain IVR greeting, and manage/adjust the phone routing flows.
Proactively input to improve the scorecard of Customer Experience employees. Manage FSR system as local FSR representative.
Planning & Process innovation (20%)
Create, implement, and develop effective customer service procedures, policies, and standards.
CE SOPs representative: represent CE Head in country SOP Committee & to work with CE Managers to build/revise/update CE SOPs & work instruction.
Prepare and submit to the Head of Customer Experience the cost calculation of the CE team such as operation cost, new project, and implementation plan in the most economical way.
Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.
Project Management (20%)
Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
Supervise the project progress, together with the cross-department & Regional team.
Provide project evaluation (if any).
Others (10%)
Assist the CE head in daily team management & reporting.
Other ad-hoc assigned by CE head