Operation Manager (call center)

Not Specified
Job Description

Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all
aspects of a call center context.
. Supervising a dynamic team to support transcosmos Client managed services to team
members through rostering, monitoring, briefing, coaching, and others.
. Planning and executing strategically Operation through forecasting, rostering, monitoring,
briefing, coaching, and others.
. Taking decision about problems that occurred in the entire program that supports service
Contact Center transcosmos Client and its analysis.
. Reporting to General Manager/CC Director for any abnormalities in operation
. Responsible for monitoring CS agents in terms of quality and quantity to meet operational
. Handling escalation cases from customers to ensure due process is adhered properly with
highest customer service oriented mindset
. Following and making sure all team members are actively involved activities Service
Improvement and Motivation Program
. Taking part in improving quality of all units in CX & System within agreed development period
. Making sure all team members are actively involved and work closely to achieve team and
individual KPIs
. Developing personal performance and team members such as training, briefings, seeking
information latest, and others
. Monitoring, make sure all member of team actively involved in the activities of Quality Service
Management and Assessments
. Doing the responsibility and authority in accordance with the business processes defined by
transcosmos Client
. Provide Activity Report as Team performance report daily, weekly and monthly bases.
. Attending Weekly Meeting with Clients to share insights and highlights of operation.
. Attending to ad-hoc tasks as assigned by General Manager or Client.
requirements from Clients
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PERSOLKELLY is a joint venture established in 2016 between PERSOL HOLDINGS (previously Temp Holdings) and Kelly Services to cater to the rising workforce employment needs of the emerging Asia Pacific market. We are one of the largest workforce solutions providers in the region, spanning over 45 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand and Vietnam.

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