Trưởng Nhóm Chăm Sóc Khách Hàng (Sony Project) - Phỏng Vấn Và Làm Việc Online

Mô tả công việc
- Manage and lead the Team to meet targets and deliver excellence service to customers for all business lines (Call, Live Chat, Email, Ecommerce)
- Responsible for ensuring Team members perform duties adhere to the established performance indicators as well as regulation of Call Center
- Follow Call Center agent schedule, roll up, remind and handle violated case of Call Center regulation.
- Monitoring strictly abandon rate, service level, call status of all business lines (increase or decrease) in order to update for Project Manager and record into the report, maintain Call Center KPI according to established targets.
- Real-time manage and monitor phone system to follow Call Center agent working status. Remind/coordinate agents to ensure Call Center has full human resources in peak hour/off-peak hour.
- Provide daily direction and communication to agents so that all customer calls are answered in a timely, exact and efficient with proper working attitude.
- Support agents to handle long calls or cases need to check root cause/reason to find suitable solution, back up to receive call when needed.
- Creates and maintains a high-quality work environment, so that Team members are motivated to perform their tasks at their highest level.
- Ensure agents have adequate/appropriate training and provide other resources to perform their tasks.
- Collaborate with IT Department to check and troubleshoot technical issues of phone system that may affect to the report.
- Assisting Project Manager with development, analyses and implementation of managing staff, scheduling. Establish work procedures and processes that support Call Center as well as project requirements.
- Manage report related to overall Call Center KPI, format and analysis data as well as suggest solutions to improve/recover service, KPI and human resources.
- Keep tightly contact with the Quality Assurance department to ensure all information is communicated consistently.
- Do other tasks as assigned by Project Manager (depending on the situation of workload from time to time) as well as work alongside other staffs to contribute to the development of the project.