- Supervising a dynamic team to support Company’ Client managed services to team members (CS agent) through rostering, monitoring, briefing, coaching, and others.
- Making strong assurance of cascading updates from Client to CS agents in timely and accurate manner.
- Taking decision about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.
- Flagging to Project Supervisor for any abnormalities in operation
- Rendering best support and sharing best practices to agents for maintain up-to-par standard and work efficiency.
- Involved in taking inbound calls or digital contacts to support operation
- Involved in making outbound calls to handle escalation cases
- Taking part in improving quality of all units in CRM & CX within agreed development period
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
- Being responsible for updates product/program into system for customer service (function Employee Support).
- 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 Superiors or Client.
