PT Mitracomm Ekasarana memberi kesempatan untuk bergabung bersama ASISTANCE MANAGER CONTACT CENTER di Semarang, Jawa Tengah.
Deskripsi Pekerjaan
PT Mitracomm Ekasarana collaborates with leading online travel & hotel companies in Asia to open job opportunities for young professionals who have work experience in the field of contact center services to fill the following sections:
 
POSITION : ASISTANCE MANAGER CONTACT CENTER
 
Responsible for work environment, client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents
Manages and develops a team of assigned Supervisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support, and education.
 
Job description
- Transmit Teleperformance values through leading by example and demonstrating DNA in every interaction.
- Support, motivate, evaluate, develop, and coach their supervisors to continually meet and exceed their individual / team targets
- Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
- Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
- Participate with internal departments to meet client’s deliverables
- Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
- Manage a healthy program performance scorecard based on annual strategic plan of the country market
- Develop direct reports and potential Operational leaders
- Manage on Client´s escalations process
- Support ESAT by working with AM, WFM, HR, Payroll, and other departments to increase employee retention.
- Other duties assigned.
 
Education and Specific Training
- Bachelor’s degree
- Product knowledge
 
Work Experience
- Previous experience as a Asistance Contact Center minimal 1-2 year or as supervisor contact center min 2 year.
- Experienced in contact center operations (travel industries/ecommerce) for at least 1 year
- 2 – 3 years on a management position, preferably from the contact center or BPO Industry
 
Technical Skills
- Usage of MS Office
- Excellent Typing Skill
- Fluent, have acceptable accents, and speak clearly and understandably in English
- Data Analytics
- Project Management
- Team building /teamwork
- Time management
- Coaching skills
- Results oriented
- KPI knowledge and understanding
