Contact Center Assistant Manager

• Contact Center Operations Overall Key Performances Index (KPI) management:
- Monitor overall Contact Center operations performance thru pre-defined system and index.
- Analyze KPIs and conduct comprehensive report to CS management.
• Customer experience management: Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.
• Quality management: Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers
• Customer support management: Perform activities for customer support by developing contents for customers to find solutions for problems through online.
• Operate Digital Service (.com support, Chat, RM): Solve customer inconveniences via Digital system, and perform to improve customer satisfaction and reduce service costs
• Market research management: Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.
• Experienced professional with full understanding on specialized areas; resolves a wide range of issues in creative ways
• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions
• Normally receives little instruction on day-to-day work and receives general instructions on new assignments