22/11/2023
Nhân viên chính thức
Cạnh tranh
5 - 7 Năm
Nhân viên
21/12/2023
I. Call center planning
1. KPI Management
- Setting up KPI target, Evaluation scheme for individual agent and Call Center
- Daily manage CIC KPI index and operation index
- Weekly/Monthly review low performance and make improvement plan
2. Strategy & Data Analysis
- Set up call center strategy (recruitment/ coaching/ system enhancement)
- Monthly data analysis to find out weak points and need to improve: Repeated Call, SVC Levels…
- Regular competitor benchmark and prepare best practice
- CIC operation cost management
3. Call Forecasting (IB/OB trend/ Digital trend) and manpower allocation
II. Call Center Operation Support
1. System management
2. Staffing (headcount/ labor/attendance/ contract/welfare)
3. Digital Operation Management (Online chatting/ Chatbot)
4. Assist for CIC Manager as requested
- University graduate with a bachelor degree or above
- Minimum 5 years’ experience in Call Center Operation Leader position
- Demonstrated skills and experience in the area of Call Center management (15 years)
- Exceptional customer service skills and Data analytical skills.
- Excellent communication (in Vietnamese & English) and leadership skills
- Have experience in Digital performance & operation (5 years)
- Knowledge of electronics & home appliance products and consultation content (prefer)
- Thorough understanding of call center metrics
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