Telesales Supervisor

Mô tả Công việc

OPERATIONS

• Support OM in operation
• Manage team to hit KPI & control quality
• Reporting issue/performance to OM
• Quality control with QA
• Training/Coaching knowledge with QA
• Flexible for daily task.
• Review/Feedback SOP, process to OM.
• Fining the gaps in process and offering the best solutions to improve agent’s performance
• Process designer and continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.
• Forcasting the volume of workload daily & peak period and design plans to overcome but still maintain good KPIs.
• Identify risks and provide immediate action plans during sudden incident

TEAM DEVELOPMENT

• Help all members work in teamwork

CLIENT RELATIONSHIP

• Coordinate with other teams/ departments to achieve business’s goals