Manage the development and implementation of operational strategies for Customer Service Management. Provide strong leadership, vision, insight and motivation and goals to developing Customer Service best practices.
Continually evaluate the performance levels in the Customer Service area and partners to develop performance improvement action plans, as needed to meet company needs and objectives
Ensure that all subordinates are working effectively and following all technical and company service processes as well as ensure that proper notification/ escalation of service activities are followed as related by company policies and partner requirements.
Manage, train and coach Contact Centerís team member and monitor staffís performance according to established monitoring standards
Handling customer complaint
Ensure operation support provided able to meet service commitment and customer requirement.
Interview, select, coach, train, instruct, manage, and appraise the performance of Contact Center Team.
Ensure smooth running of daily processes to meet service commitment level
Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
Other duties as assigned.
Minimum Bachelor Degree.
3 Years experiences in Contact Center managing a team at least 10 agents.
Good command of written and spoken English.
Excellent communications and inter-personal skills
Excellent working with a luxurious brand preferred
Teledirect is part of the WPP group, the world's largest communications group. We provide outsourced call-centre services to the largest multinationals in the finance, telecommunications and ...