Job Listing
Company
Anonymous 1
Industry
Outsourcing/Offshoring
Location
Selangor
Company Description
Our Client is a leading global business services provider of customer experience management. They offer a comprehensive suite of solutions that helps their customers’ businesses plan deeper, more transparent and better optimized customer connections and experiences – from strategy development through execution. For 30 years, Our Client has been the go-to experience creators for global giants across outsourcing and technology. Present in 44 locations across 9 countries and with over 40,000 employees, Our Client manages almost half a billion customer interactions every year for over 150 clients across diverse sectors globally.Operations Manager - Native Japanese
Anonymous 1
| Salary Budget: | Please log into your account to check the details. |
|---|---|
| Job Type: | Permanent |
| Location: | Selangor |
| Special Requirements: |
Rewards
| Posting Date: | 12-12-2018 |
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| Expiry Date: | 03-31-2019 |
JOB DESCRIPTION
Principal Accountabilities
- To ensure desired customer delight by providing a satisfactory response to customer interaction.
- To achieve desired contact centre business plan results for revenue & costs.
- Manage Customer Interactions through Inbound voice contact through his/her team for the various services.
- Identify steps in work processes.
- Identify improvement opportunities.
- Test improvement opportunities.
- Fully implement improvements with best results.
- Constantly monitor & review performance metrics for the achievement of objectives.
- To track & ensure closure of complaints.
- To effectively manage Contact Centre operations for constant performance achievements.
- Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
- Effectively manage shift operations.
- Prepare work/manpower schedules.
- Prepare contingency plans.
- Interface with IT/HR/ Training/Quality.
- Collate data & generate MIS report.
- Recruit, train & retain team in conjunction with HR for optimum performance.
- Mentor and develop the team.
- Customer satisfaction survey
- Meet service level
- Monthly call analysis
- Quantitative
- Qualitative
- The number of issues resolved within the standard time.
- Agent’s productivity
- Other key management attributes & Key Performance Indicators (KPIs) as agreed.
- Qualification: Graduate/Postgraduate degrees, MBA (desirable)
- Experience: 6-8 Years of experience. The incumbent should have the experience in the field of customer service with at least 2 years in the middle management capacity in a call centre environment (call centre exposure is a must).
- Open to native Japanese only.