PT Ewaysindo Makmur (Jakarta) memberi kesempatan untuk bergabung bersama Call Center Manager (Semarang) di Semarang Timur, Jawa Tengah.
Deskripsi Pekerjaan
Job Description :
- Manage the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations.
- Improve customer handling quality, minimize errors and track operative performance.
- Handle complex customer complaints or enquiries.
- Oversee the supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and problem resolution evaluates performance and makes recommendations for personnel actions motivates employees to achieve peak productivity and performance.
- Create and review standardized analytical data to measure operational excellence.
- Review, develop and implement call center procedures and processes to improve and maintain SLA.
- Develop or assist with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation of the unit.
- May work closely with internal and external partners to develop and grow specified programs.
- Evaluate performance with key metrics (accuracy, call-waiting time, etc).
- Formulate SOPs with different stakeholders for new services or protocols.
- Other task activities assigned by the management.
 
Requirements :
- Bachelor’s Degree in related field.
- Proven experience as call center manager or similar position, 3-5 years of experience in the related field.
- Ability to communicate effectively, both orally and in writing in English.
- Skill in organizing resources and establishing priorities.
- Skill in examining and re-engineering operations and procedures, and developing and implementing new strategies and procedures.
- Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
- Ability to investigate and analyze information and draw conclusions.
- Ability to operate and manage a computerized event ticketing system.
- Ability to foster a cooperative work environment.
- Employee development and performance management skills
