Graduation from a recognized institution
Hold minimum of 5 years customer care experience with 3 years of Contact Center Management experience preferably managing back office operations
Achieve service levels objectives on IRU workload while maintain quality above 95%, and reducing reasons for trouble tickets and repeat trouble tickets rates
Monitor all day-to-day activities Coordinate & consult with support departments for resolution of issues
Implement second call resolution process for all segments and achieve the assigned targets
Present Deflection Report with highlights and issues that need to be resolved to the management
Proactively provide coaching and developmental opportunities that continuously build and expand both individual and team capabilities
Strong proactive decision making skills coupled with the ability to lead change
Track and benchmark customer complaint, and disconnect trends to proactively support tactical improvements
Coordinate with QA for regular activity monitoring in order to evaluate opportunities to improve customer facilitation
Coordinate with HR, QAST for training and coaching of staff
Establish a self-driven culture that aligns workflow processes with customer satisfaction
Essential Skills
Should have excellent written and oral communication skills
Should posses excellent problem solving, conflict resolution and interpersonal skills
Should exhibit excellent planning, organizational and timely decision-making skills
Should be highly professional, energetic and success oriented
Should have strong proactive decision making skills
Should have the ability to achieve results with limited resources
Should have the ability to transform statistical information into performance improvement opportunities
Should be independent, take initiative, problem solve, handle multiple tasks/priorities with ease
Desirable Skills
Should have relevant experience of managing larger group of contact center employees
Should exhibit excellent computer Proficiency: well versed with MS office and Contact Center Operations
Apply By: Oct 3, 2012
Apply Online
Hold minimum of 5 years customer care experience with 3 years of Contact Center Management experience preferably managing back office operations
Achieve service levels objectives on IRU workload while maintain quality above 95%, and reducing reasons for trouble tickets and repeat trouble tickets rates
Monitor all day-to-day activities Coordinate & consult with support departments for resolution of issues
Implement second call resolution process for all segments and achieve the assigned targets
Present Deflection Report with highlights and issues that need to be resolved to the management
Proactively provide coaching and developmental opportunities that continuously build and expand both individual and team capabilities
Strong proactive decision making skills coupled with the ability to lead change
Track and benchmark customer complaint, and disconnect trends to proactively support tactical improvements
Coordinate with QA for regular activity monitoring in order to evaluate opportunities to improve customer facilitation
Coordinate with HR, QAST for training and coaching of staff
Establish a self-driven culture that aligns workflow processes with customer satisfaction
Essential Skills
Should have excellent written and oral communication skills
Should posses excellent problem solving, conflict resolution and interpersonal skills
Should exhibit excellent planning, organizational and timely decision-making skills
Should be highly professional, energetic and success oriented
Should have strong proactive decision making skills
Should have the ability to achieve results with limited resources
Should have the ability to transform statistical information into performance improvement opportunities
Should be independent, take initiative, problem solve, handle multiple tasks/priorities with ease
Desirable Skills
Should have relevant experience of managing larger group of contact center employees
Should exhibit excellent computer Proficiency: well versed with MS office and Contact Center Operations
Apply By: Oct 3, 2012
Apply Online
