Support volume growth of Customer Care Center in every channel and manage daily performance according to the KPIs control.
Support Inbound call volume growth related to company growth target, new digital initiative.
Analyze report and prepare proactive solution to improve team service.
Improve service level and abandon rate.
Answering inbound call service of high volume during peak times.
Supporting customer service for complicated case handling and advise for difficult cases with team.
The Customer Care Center Manager is responsible for the day-to-day management of the front end customer service transactions by walk-in, by mail/e-mail or by phones, overseeing the functioning of the call center staffs and support appropriate equipment. Responsibilities include planning, staffing, organizing, training/coaching, and supervising to ensure the highest level of customer service with accurate and timely completion of all customers (clients, agents and internal personnel).
Support volume growth of Customer Care Center in every channel and manage daily performance according to the KPIs control.
Support Inbound call volume growth related to company growth target, new digital initiative.
Analyze report and prepare proactive solution to improve team service.
Improve service level and abandon rate.
Answering inbound call service of high volume during peak times.
Supporting customer service for complicated case handling and advise for difficult cases with team.