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KEY RESPONSIBILITIES
A Supervise, manage Customer Care workforce
Proactively forecast Customer Care workload and make planning the overall work schedule for the entire department and extending it to Team Leaders. Manage Call Center team, Bot, system, customer experience and quality framework of Customer Care
Handle system-related issues received from Team Leaders for challenging cases
For system changes, analyze the changes and propose test scenarios and test cases to the Manager For review
Participate and lead improvement of Process/Procedure to optimize process and productivity of Call Center
B Process Optimization
Conduct thorough business process reviews to understand the efficiency and effectiveness of current operations.
Identify areas for improvement within existing processes.
Ensure that operations are both efficient and effective.
Develop recommendations based on process analysis.
Implement process improvements to enhance overall efficiency.
Continuously monitor the results of implemented changes.
Ensure that the optimized processes are suitable with current situation and positive outcomes.
C Others:
Other tasks are assigned by line manager
JOB REQUIREMENTS
A Experience:
Proven experience in process
Strong analytical skill
B Skills:
Effective Communication
Good at MS office ( Word, Excel) skill
Leadership skills and the ability to motivate and develop staff
