Work Opportunity at Bank Jago in February 2022 - Loker Startup

Contact Center Specialist

What will you do

Responsible for providing a productive and motivated working environment.
Supervise and manage the Contact Center Team, also ensure that all the company’s policies are followed.
Acknowledge the trending issues and monitor the performance of the Contact Center Team in order to achieve the goals.
Hire, train, coach, and lead the Contact Center Agents in providing the best support for customers.
Lead the meeting, give any updated information related to the Contact Center including the daily process, incidents, and events.
Prepare a report and analyze the Contact Center data in order to improve the process, ensure that the resources are properly allocated, and maximize the efficiency and also the customer satisfaction.
Manage shifting, invoice and payroll validation for all agents
Understand how to deal with the customers through phone, email, and social media.
Coordinate through calls/emails with any respective working unit regarding the updates and availability of the latest information/policies.
Ensure all agents are achieving the desired service levels and taking corrective action as needed.

What you need to have

Minimum education Bachelor degree with an experience as a Call Center Manager.
Passionate about customer support and customer satisfaction.
Have a strong sense of responsibility, fearless creativity and strong analytical skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Ability to handle stressful situations appropriately, confident decision-maker, strong problem-solving and conflict-handling skills.
Ability to communicate confidently and fluently in English (oral and written).
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Decisiveness and attention to detail.
Permanent and willing to work in Jakarta.

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