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Roojai Group

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Apr 26, 2024

Contact Center Leader (หัวหน้าทีมคอลเซ็นเตอร์)

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Si Racha, Chon Buri

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Job Descriptions
• Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances. • Leads, coaches, develops, supports, and motivates all team members to achieve service and operational goals. • Participate in the recruitment process, lead and motivate the team. • Monitor campaigns, promotions and events to ensure better customer management. • Demonstrates and explains effective sales and service techniques to team. • Handles special requests and unique customer situations promptly and effectively. • Communicates sales and service initiatives and expectations to team members. • Review staffing schedules on a daily basis to ensure effective scheduling. • Observes and monitors team performance throughout the day to ensure that sales & service standards achieved. • Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours. • Do call evaluation to ensure quality of calls made and managed, information given is correct, accurate and regulatory compliance. • Identifies high potential team members and promotes their development and advancement • Ensures that all Service Experts receive their monthly coaching and performance appraisal (half-yearly) on time. • Work closely with Trainer to provide supports to in-house training courses and on-the-job training for Service Experts as needed. • To support & implement any ad-hoc business projects as instructed by Line Manager
Qualifications
  1. Bachelor degree in business administration or related field
  2. Minimum of 3 years' experience in a highly customer sales and service driven contact centre environment.
  3. Thai Nationality is preferable with excellence command of spoken and written English
  4. Prior experiences in Auto Insurance with Non-life broker license, especially the role of Contact Centre Management will be advantaged
  5. Analytical and conceptual thinking – using logic and reason, creative and strategic
  6. Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills
  7. Customer and service-oriented, patient and strong perseverance, and work well under stress. You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.
BenefitsSee all Benefits.
How to apply
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Contacts
ศิริกาญจน์
Roojai Group
Email : roojai_01@trustmail.jobthai.com (Email for job application & inquiry)
Website : https://www.roojai.com/career/
Location
Thung Sukhla Si Racha Chon Buri
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