Hai kawan2 dicari Team Manager Contact Center - Indonesia untuk ditempatkan di Agoda Kuala Lumpur Malaysia.

VISA Di sponsori.


mohon ikutli link dibawah ini :

http://grnh.se/jfoe721



Roles & Responsibilities:

Your responsibilities include, but not limited to, the following:

Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
Provide constructive feedback – Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
Ensure the proper and effective implementation of new and existing customer service structures & procedures
Understand & analyze traffic reports, proactively make suggestions for improvement
Monitor team attendance, document infractions and implement corrective action
Assist with planning/organizing the proper coverage & align staffing
Supervise the quality assurance process and related training of staff members to ensure quality customer service.
Participate in recruitment activities (screening, interviewing)
Act as a backup of Operations Manager if needed


Qualifications:

At least 4 years of senior supervisory/team lead experience in a BPO / contact center environment
Experience in managing at least a group of 15-20 people in an inbound contact center set up
Excellent English & Indonesian communication skills (verbal & written).
Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
Must be able to handle multiple projects and effectively manage different timelines
Proven experience and knowledge in effective hiring, training, coaching and people management practices
Experience in managing remote teams is an advantage
Proficiency in Microsoft products including Word, Excel and PowerPoint
In return, Agoda will:

Competitive salary
Help with visa
Young and dynamic multinational team
Possibility to travel
Career opportunity regarding lateral moves within CEG teams and global locations as well as other departments within the company
Continuous learning & development through corporate training programs
Modern working environment in the heart of the city