Lowongan Kerja Contact Center Supervisor Acer Group Indonesia

Acer Group Indonesia has achieved the goal of breaking the barriers between people and technology. Globally, Acer ranks No. 2 for total PCs and notebooks. A profitable and sustainable Channel Business Model is instrumental to the company's continuing growth, while its multi-brand approach effectively integrates the company, Gateway, Packard Bell, and eMachines brands in worldwide markets.

In expanding our business - currently the company needs special person with high integrity to fill the position as:

Contact Center Supervisor

Work Location: Jakarta

Responsibilities:

• Develop, manage, and monitor the operational of Contact Center Department in performing daily operational activities in order to achieve the agreed level of Customer Satisfaction Index (CSI).
• Develop engagement process in Contact Centre Department in order to fulfill the needs of company business and customer.
• Manage and monitor the implementation of the agreed engagement process so as to ensure the implementation is performed appropriately and effectively.
• Liaise with outsource partner to ensure the availability and capability of human resources are fulfilled, customer database is maintained properly so as to achieve the agreed level of CSI.
• Coordinate with all related department in setting up training programs to keep Contact Center team updated with all information in order to achieve productivity level.
• Conduct coaching and counseling session to Contact Centre Team Leader in order to improve performance and quality of Contact Centre.
• Review and consolidate all reports such as Agent Productivity Report, Contact Centre performance, promotion calls, customer satisfaction survey and operational cost which submitted by subordinates to ensure the achievement of performance and quality of Contact Centre effectively and efficiently
• Review annual department budget based on quality and productivity report, and propose annual budget for contact centre development to get superior’s approval.
• Monitor the agreed cost in order to ensure an effective and efficient use of the allocated budget.
• Analyze call management system report to support data for annual budget proposal
• Create motivation program for Agents and Team Leaders in order to improve standard productivity and performance of Contact Center

Requirements:

1. Bachelor Degree from all majors
2. Experienced as Supervisor Call Center/Contact Center minimum 2 years
3. Experienced in managing third party (outsource)
4. Experienced in using Contact Center application
5. Understand Contact Center Performance Indicatior, the measurement and the implementation system
6. Good in Excel & Powerpoint
7. Proficient in English
8. Good interpersonal and communication skill
9. Excellent customer service

If you are interested with the position above, the applicants may submit all documents including, Curriculum Vitae, Application letter, the latest photograph and copy of transcript to human resources department address below not later than 2 weeks after this advertisement.
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