Convergencemembuka lowonganAgent Telemarketing - Team Leader Contact Center - Supervisor Contact Center - Trainer Contact Center - Quality Assurance - Operasional Manager

Team Leader Contact Center

• Penempatan Yogyakarta
• Shifting
• Communication with User, following SOP, Team work, fast respon and fast learning

Supervisor Contact Center

About the role :

• We are looking for Contact Centre Supervisors to organize and direct the staff of our customer care, validation, Inbound-outbound, Content Moderator team. He/She will be responsible for assessing their work and giving them feedback to maximize performance.

What You Will Do :

• Working from Yogyakarta sites
• Office Hour (Monday-Friday 09.00-18.00)
• Assist in the formulation of targets for individuals and teams.
• Hire and onboard new employees.
• Answer questions from staff and provide guidance and feedback.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Measure performance with key metrics.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems.
• Prepare weekly/monthly/quarterly/annual results and performance reports.

Trainer Contact Center

About the role :

• Trainer Contact Center will develop new hire agents nd will  also monitor the scoop line of performance agents.

What You Will Do :

• Developed Training Need Analysis(TNA).
• Conduct Product Knowledge Training for the team in order to ensure right skilling.
• Conduct group and individuals training sessions.
• Design and implement training programs. Prepared educational materials such as module.
• Monitor the implementation and effectivity of the training program.
• Responsible for the training administrations and report.

Quality Assurance

About the role :

• The Quality Assurance Analyst supports the daily QA initiatives of Customer Care through customer interaction evaluations and analysis. In addition, the role of the QA Analyst partners with training, operations, internal QA in support of root cause discovery and correction of agents activities in an effort to maintain a high level of service and customer satisfaction.

What You Will Do :

• Performs daily QA analysis of internal and external call center agents.
• Identifying agents not meeting QA standards and recommend necessary coaching.
• Perform weekly analysis of QA scores for their assigned site.
• Retaining customer care agent knowledge by assisting with the queue during times of high volume.
• Provide recommendations for improvement to call flow, QA Guidelines and training.
• Attend and participate in weekly calibration with their teammates individually and as a group.
• Performs other work related duties as needed, including inter-departmental projects and site audits.

Operational Manager

About the role :

• Operation Manager responsibilities all day-to-day activities, customer care, validation, Inbound-outbound, Content
• Moderator the performance of Contact Centre.
• Maintain Contact Centre excellence during every customer interaction.

What You Will Do :

• Meet all Key Performance Metrics established.
• Maintain metrics and analyze data to assess performance and implement improvements Hire, coach and provide training to personnel to maintain high customer service standards.
• Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency.
• Supervising day to day operations in the customer service division.
• Establish and maintain a positive work environment, which sustains an exceptionally high level of team member morale.
• Promotes and coordinates communication between all departments.

Agent Telemarketing

• Pria/Wanita Max 35th.
• Pengalaman di bidang Telemarketing.
• Pendidikan SMA (Berpengalaman dalam Telesales/Telemarketing).
• Fresh Graduate are Welcome.
• Penempatan Yogyakarta.
• Target Oriented.
• Komunikatif, Persuasif, dan Smiling Voice.

Team Leader Contact Center

• Min D3 semua jurusan
• Experience as TL is preferred
• Fast respone
• Fast learner
• Maksimal 30 th
• Mempunyai skill komunikasi yg baik
• Komunikatif dan Sabar
• Laki-Laki / Perempuan
• Bersedia kerja Shift
• Mampu bekerja dengan target dan presure tinggi

Supervisor Contact Center

• S1 any discipline.
• Berpengalaman sebagai Team Leader / Supervisor / Assistant Manager minimal 6 bulan.
• Diutamakan berpengalaman di bidang Contact Centre.
• Familiar dengan Office Program (Ms. Excel and Google Sheet is a must).
• Usia maksimal 35 tahun.
• Tech savvy with knowledge of telephone equipment and relevant computer programs.
• Outstanding communication and negotiation abilities.
• A results-oriented approach.
• Excellent organizational and leadership skills
• Ability to work under pressure.
• English active.

Trainer Contact Center

• Diploma/Bachelors degree in any field.
• Have experience as Customer Service Support/Desk Collection/Trainer (1 year).
• Strong organizational skills with demonstrated administrative professionalism and responsive.
• Courtesy and kindness in dealing with trainees and colleagues.
• Strong oral and written communication skills.
• Comfortable and confidence speaking in-front of large crowd.
• Proficient in MS Office (Especially Powerpoint).
• Excellent presentation skills.
• Positive and can-do attitude.
• Excellent Team Player.
• Good command of English.

Quality Assurance

• Ability to work independently and as a team player.
• Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitors own work to ensure quality.
• Ability to communicate ideas in a persuasive manner.
• Ability to identify, mediate, and develop solutions to problems/issues, as well as implement an appropriate course of action.
• Excellent oral and written communication skills.
• Excellent attention to details, time management, progress management, creativity, flexibility and driven to achieve results.
• Proficiency เท Microsoft Office Products: Word, Excel,
• Outlook and PowerPoint.
• Active English.

Operational Manager

• Diploma/Bachelors degree in any field.
• 5 years of Call Center leadership preferred Ability to take initiative and work independently.
• Excellent problem solving/resolution skills.
• Strong English communication skills.
• Self-motivated, well organized, detail oriented.
• Proficient in MS Office (Especially Powerpoint).
• Excellent presentation skills.
• Professional, proactive, positive and can-do attitude.
• Experience in Content Moderator is required.

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