Call Center Manager (Service)
บริษัท รู้ใจ จำกัดProviding high quality leadership to manage and is accountable for all aspects of the departmental performance to maximise Customer satisfaction, Employee Satisfaction, Technology Utilization to ensure high Productivity, Quality and Operational Efficiency in Cost Effective manner. The Objective is to do everything possible to attain goals and achieve great results for the company.
Job Duties
• Establishes and communicates action plans to ensure all CC members work with a focused direction to provide excellent performances.
• Leads, coaches, develops, supports, and motivates all Team Leaders to ensure their respective team is achieving service, productivity, quality and all related operational goals.
• CAP Analysis, Resources planning & rostering, and participate in the recruitment process
• Monitor campaigns, promotions and events to ensure the best customer experience.
• Demonstrates and explains effective service techniques to team.
• Handles special requests and unique customer situations promptly and effectively.
• Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours.
• Hold call calibration sessions and do call evaluation regularly 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 1:1 on Scorecard, QA 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.
• Service Center Process Audit half-yearly with Action Plan Implementation for continual improvement
• To support & implement any ad-hoc business projects as instructed by Line Manager
- Annual leave 12Days Plus business leave 3 Days
- Bonus
- Dental insurance (สิทธิการเบิกค่าทันตกรรม)
- Life insurance (ประกันชีวิต)
- กองทุนสำรองเลี้ยงชีพ
- การฝึกอบรมและพัฒนาพนักงาน
- ค่ายินดีมงคลสมรส
- ตรวจสุขภาพประจำปี
- ทำงานที่บ้าน
- ทำงานสัปดาห์ละ 5 วัน
- ท่องเที่ยวประจำปี
- ประกันสังคม
- ประกันสุขภาพ
- ประกันสุขภาพสำหรับคู่สมรสและบุตร
- ประกันอุบัติเหตุ
- ปรับเงินเดือนประจำปี
- มีเวลาการทำงานที่ยืดหยุ่น
- ลาบวช
- อบรมสัมนา
- เครื่องแบบพนักงาน, ชุดยูนิฟอร์ม
- เงินช่วยเหลือฌาปนกิจ
- โบนัสตามผลงาน/ผลประกอบการ
Roojai is the leading online insurance website in Thailand. As a fast-growing company, we are always looking for motivated and proactive team players to bring their skills and some fun to work. If you are looking for the opportunity to be a part of something different and exciting, Roojai is ready to welcome you to our family.
Our vision at Roojai is becoming the leading online insurance platform in Southeast Asia, by delivery simple, affordable and reliable insurance, through technology and innovation.