Customer Service Asst. Manager

Adecco

  • Hanoi
  • Permanent
  • Full-time
  • 1 month ago
Job summaryOur client is a world-leading technology innovation company specializing in the production of consumer electronics.Job ResponsibilitiesI. Call center planning1. 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 plan2. 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 management3. Call Forecasting (IB/OB trend/ Digital trend) and manpower allocationII. Call Center Operation Support1. 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 system2. Staffing (headcount/ labor/attendance/ contract/welfare)3. Digital Operation Management (Online chatting/ Chatbot)4. Assist for Call centre Manager as requestedExperience 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: 0377702104Education requirements
  • Bachelor's degree

Adecco