Roojai Group

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Nov 19, 2024

Contact Center Leader (หัวหน้าทีมคอลเซ็นเตอร์)

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Si Racha, Chon Buri

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Job Descriptions

• Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances. • Leads, coaches, develops, supports, and motivates all team members to achieve service and operational goals. • Participate in the recruitment process, lead and motivate the team. • Monitor campaigns, promotions and events to ensure better customer management. • Demonstrates and explains effective sales and service techniques to team. • Handles special requests and unique customer situations promptly and effectively. • Communicates sales and service initiatives and expectations to team members. • Review staffing schedules on a daily basis to ensure effective scheduling. • Observes and monitors team performance throughout the day to ensure that sales & service standards achieved. • Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours. • Do call evaluation 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 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. • To support & implement any ad-hoc business projects as instructed by Line Manager

Qualifications

Bachelor degree in business administration or related field
Minimum of 3 years' experience in a highly customer sales and service driven contact centre environment.
Thai Nationality is preferable with excellence command of spoken and written English
Prior experiences in Auto Insurance with Non-life broker license, especially the role of Contact Centre Management will be advantaged
Analytical and conceptual thinking – using logic and reason, creative and strategic
Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills
Customer and service-oriented, patient and strong perseverance, and work well under stress. You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.

BenefitsSee all Benefits.

How to apply

- สมัครทางอีเมล์ - สมัครผ่าน JobThai

Contacts

Khun Wasinee

Roojai Group

Roojai Group 4/222 อาคารฮาเบอร์มอลล์ ชั้น 11 หมู่ 10 ถนนสุขุมวิท ตำบลทุ่งสุขลา อำเภอศรีราชา จังหวัดชลบุรี 20230

Tel. : 033-005-983 ต่อ 1262

Email : roojai_01@trustmail.jobthai.com (Email for job application & inquiry)

Website : https://www.roojai.com/career/

Location

Thung Sukhla Si Racha Chon Buri

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Roojai Group

Contact Center Leader (หัวหน้าทีมคอลเซ็นเตอร์)

Si Racha, Chon Buri

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Customer Services

Supervisor and Management Level

Si Racha

Chon Buri

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