Customer Service Asst. Manager
Job LocationHanoi
Job typePermanent
SalaryNegotiable
Theo lĩnh vựcOthers
Experience3-5 Năm
IndustryElectronics
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