Assistant Manager

freeC's Client

• Assist OM to manage an Inbound team comprised of Team Leaders, Trainer, QA, and CS agents in all aspects of a call center context.
• Supervise dynamic team to support company’s client managed services to team members through rostering, monitoring, briefing, coaching, and others. 
• Plan and execute strategic operations through forecasting, rostering, monitoring, briefing, coaching, and others.
• Report to Operation Manager/ General Manager for any abnormalities in the operation.
• Handle escalation cases from customers to ensure the due process has adhered properly with the highest customer service-oriented mindset.
• Follow and make sure all team members have actively involved in activities Service Improvement and Motivation Program.
• Make sure all team members are actively involved and work closely to achieve team and individual KPIs.
• Develop personal performance and team members such as training, briefings, seeking information latest, and others.
• Monitor and make sure all members of the team are actively involved in the activities of Quality Service Management and Assessments.
• Doing the responsibility and authority by the business processes defined by the company’s Client.
• Provide Activity Report as a Team performance report daily, weekly, and monthly bases.
• Attend Weekly meetings with Clients to share insights and highlights of operation.
• Attend to ad-hoc tasks as assigned by Operation Manager or Client.

• Male/Female 28-36 years old.
• College degree or higher.
• Have 1+ years experience in the same position.
• Have 2+ year-experience in leading an in-bound team in a Call Center environment.
• Strong determination in KPI achievement.
• Disciplined and high motivated to motivate and encourage the team for improvement.
• Experience in managing to performance targets desired.
• Be able to work independently on multiple concurrent initiatives.
• Have a strong personality, leadership, and people management skill.
• Good at English both written and spoken.
• Good at Microsoft Office skills.

Nice to have:

• Experience in BPO.
• Experience in Tourism/Hospitality/Aviation.

• Attractive Salary and Benefits.
• Performance appraisals every year.
• Performance bonus twice a year.
• Various training on best practices and soft skills.
• Diverse career opportunities in various industries and products.
• Company trip, big annual year-end party every year, team building, etc.
• Working time: Monday – Friday, and Saturday every 2 weeks (9 AM – 6 PM), working 24 days/month.