Trung Nguyên Franchising

Mô tả Công việc

YOU:

• Managing an team comprises of Supervisor, Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.

• Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others.

• Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.

• Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments

• Making sure all team members are actively involved and work closely to achieve team and individual KPIs

• Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client

• Provide Activity Report as Team performance report daily, weekly and monthly bases.

• Attending Weekly Meeting with Clients to share insights and highlights of operation.

• Attending to ad-hoc tasks as assigned by General Manager or Client.

• Reporting to General Manager/CC Director for any abnormalities in operation