Reporting to Senior Manager, you will be responsible for
- Manage waiting queues by using the system provided by the company.
- Analyze problems and fine out solutions for long-term improvement.
- Analyze individual KPIs to improve performance, as well as providing feedback & coaching to agent.
- Handle case / call escalation in the event that the employee is unable to resolve the problem for the customer and analyzing the root cause of the problem and offer solutions to serve the needs of customer.
- Suggestions for improvement and development of tools Work process (tools , system , process) to promote efficient customer service
The ideal candidate should possess the following background
- Age 35 years or more.
- Bachalor Degree in related fields.
- At least 3 years of experience as supervisor in call center / customer service field.
- Have outstanding interpersonal communication skills, leadership and can work as a team.