• Managing team comprises Team Leaders, Trainers, 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 strategic Operations through forecasting, rostering, monitoring, briefing, coaching, and others.
• Taking decisions about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.
• Reporting to the General Manager/CC Director for any abnormalities in operation.
• Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients.
• Handling escalation cases from customers to ensure due process adheres properly to the highest customer service-oriented mindset.
• Following and making sure all team members are actively involved in activities Service Improvement and Motivation Program.
• Taking part in improving the quality of all units in CX & System within the 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, and make sure all members 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 Meetings with Clients to share insights and highlights of operations.
• Attending to ad-hoc tasks as assigned by General Manager or Client

WORKING TIME:

• Monday – Friday, and Saturday every 2 weeks (9 AM – 6 PM)

• At least 1-year experience in the same position or 3 years in a Supervisor position
• At least 3 years of experience in a Call Center environment
• Good at English both spoken and written.
• Experience in managing performance targets desired
• Project management experience, able to work independently on multiple concurrent initiatives
• Strong determination for KPI achievement
• Disciplined and high motivated to motivate and encourage the team for improvement
• Proven ability to do staffing and scheduling
• Ability to effectively manage cross-functional projects
• Ability to do multitasks and highly adaptive to constantly changing environment
• Excellent oral, written, and interpersonal communication skill
• Demonstrated problem-solving skills, strategic and analytical capabilities
• Intermediate to advanced reporting skills
• Moderate ability to identify and analyze data for trends and forecast