JOB VACANCY - LOWONGAN KERJA

Contact Centre Manager
(Jakarta Raya - Jakarta)



Responsibilities:

* Planning Strategies : Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage. Participate in regional steering workgroups such as project teams and workshops, representing the country office or CS function, as assigned by the National CS Manager.


* Driving Customer Service Excellence: Lead and drive customer satisfaction by providing best in class service to customers in order to gain a more competitive advantage in business. Maximising Revenue Generating Opportunities. Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools). Project development and technological advancements. Identify enabling technologies and systems that will enhance performance, revenue generating and quality. Work with other sections (e.g. eCom) to enhance customer experience and add-value (e.g. introduce self-service where applicable)


* Budget Compliance: Ensure that AOP Budget for revenue generation in the CS Department is met and achieved. Manage and drive initiatives in the Customer Contact Centre within the approved budget


* Technological Advancements : Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes

Requirements:

* Have 5 years of experience in a related capacity
* Have 3 years experience in a operations management capacity in a similar sized Customer Contact Centre
* Preferable experience in quality management system such as ISO and COPC-2000 Customer Contact Centre Management Skills
* Excellent technical Skills (Contact centre management systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce Management Systems, Call Management Systems, Quality Monitoring Systems, etc.)
* Excellent analytical, organisational and motivational skills
* Excellent Project Management and People Management skills

Send your CV to
resourcing.id@dhl.com