Customer Service Asst. Manager

Job summary

Our client is a world-leading technology innovation company specializing in the production of consumer electronics.

Job Responsibilities

I. Call center planning

1. KPI Management

- Setting up KPI target, Evaluation scheme for individual agent and Call Center

- Daily manage Call Centre 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: Support for agents in system usage (create agent ID, set up authority function & assign job) and cooperate with Headquarter specialist to solve system issue or set up new function on system

2. Staffing (headcount/ labor/attendance/ contract/welfare)

3. Digital Operation Management (Online chatting/ Chatbot)

4. Assist for Call centre Manager as requested

Experience requirements

• University graduate with a bachelor's degree or above
• Minimum 3-5 years’ experience in Call Center Operation position
• Demonstrated skills and experience in the area of Call Center management
• Exceptional customer service skills and data analytical skills with thorough understanding of call center metrics
• Have experience in Digital performance & operation
• Excellent communication in Vietnamese & English

Please click on the "Apply" button or contact our Consultant (Ms. Quynh Chu) for more details: quynh.chu@adecco.com / Phone: 0377702104

Education requirements

• Bachelor's degree

Contact Person

•   Quynh Chu
•  Adecco