Job Description:
1. KPI Management
- Support Team leader in 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.
- Weekly/ Monthly call forecast to ensure stable operation. Base on forecasting result, arrange manpower on/off duty and consider overtime working if needed
- Support for agents in system usage: create agent ID, set up authority function & assign job.
- Cooperate with HQ specialist to solve system issue or set up new function on system (GSFS/ Cloud CC/ Zendesk Flat form)
-
Act as contact point to manage call agent with outsourcing vendor (headcount management, labor fee, attendance checking)
- Contract management: Outsourcing, Telephone, Chatbot, Zendesk, Zalo App.
- Support welfare policy for agents: organize birthday party/ provide monthly beverage & other company anniversary….
-
Daily/weekly/monthly manage digital channel and review operation efficiency. Study low score & improve working process.