Customer Service Planning Assistant Manager

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☞ LG Electronics Vietnam

Aussicht: 125

Update Tag: 14-04-2024

Ort: Ha Noi

Kategorie: Beratung / Kundenservice

Position: Nhân viên

Gehalt: Cạnh tranh

Bildung: Đại học

Erfahrung: 5 - 7 Năm

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Jobbeschreibung

I. Call center planning
1. KPI Management
- Setting up KPI target, Evaluation scheme for individual agent and Call Center
- Daily manage CIC KPI index and operation index
- Weekly/Monthly review low performance and make improvement plan
2. Strategy & Data Analysis
- Set up call center strategy (recruitment/ coaching/ system enhancement)
- Monthly data analysis to find out weak points and need to improve: Repeated Call, SVC Levels…
- Regular competitor benchmark and prepare best practice
- CIC operation cost management
3. Call Forecasting (IB/OB trend/ Digital trend) and manpower allocation

II. Call Center Operation Support
1. System management
2. Staffing (headcount/ labor/attendance/ contract/welfare)
3. Digital Operation Management (Online chatting/ Chatbot)
4. Assist for CIC Manager as requested

Stellenanforderung

- University graduate with a bachelor degree or above
- Minimum 5 years’ experience in Call Center Operation Leader position
- Demonstrated skills and experience in the area of Call Center management (15 years)
- Exceptional customer service skills and Data analytical skills.
- Excellent communication (in Vietnamese & English) and leadership skills
- Have experience in Digital performance & operation (5 years)
- Knowledge of electronics & home appliance products and consultation content (prefer)
- Thorough understanding of call center metrics

Job Nutzen

  • Laptop
  • Chế độ bảo hiểm
  • Phụ cấp
  • Đào tạo
  • Nghỉ phép năm
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Frist: 14-05-2024

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