Customer Support Supervisor

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Job Descriptions

  • Managing day to day operations including process escalations, quality checking, and staffing needs
  • Monitoring team member performance including skills, job knowledge and attendance. Conduct performance evaluations for each employee
  • Being responsible of communicating new information, new rules, and any updates to all Customer Experience Team members
  • Being available to assist team members with any customer issues
  • Guiding agents in exceeding customer expectations through excellent customer service
  • Providing regular and transparent feedback and reporting on CS Associate performance to the Customer Experience Management
  • Continuously improving the performance of the team
  • Supporting the CE Management in achieving business goals
  • Co-ordinate with Training & Quality team to develop training plans for new agents and maintaining continuous training for existing agents

Job Requirement

  • 2 to 3 years supervisory / managerial experience in a call center environment in service industry (e.g. Telecommunication, banks, technology, airline, tourism, hospitality).
  • Excellent communication and interpersonal skills
  • Experience in dealing with diciplinary issues and performance management
  • Good communication and leadership skills
  • Ability to work independently and proactively take on new responsibilities where most needed
  • Fluent in English both oral and written
  • Bachelor degree or equivalent

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