Lowongan Kerja Jawa Tengah Posisi Contact Center Head di PT Infra Solusi Indonesia

Info Loker

Perusahaan	PT Infra Solusi Indonesia
Posisi	Contact Center Head
Tempat	Jawa Tengah
Tingkatan Kerja	Manajer/Asisten Manajer
Kualifikasi	Sarjana (S1)
Jenis Pekerjaan	Full Time
Spesialisasi Dibutuhkan	Layanan Pelanggan, Pelayanan
Gaji Min	Rp. 1.800.000
Gaji Max	Rp. 5.500.000

Job Description:

A Contact Center Manager is responsible for the day-to-day management and operation of a contact center or call center. They play a critical role in ensuring the center’s performance meets or exceeds customer service and operational goals.

Key Responsibilities:

Team Leadership:

• Manage and lead a team of customer service representatives, supervisors, and support staff.
• Provide coaching, training, and performance evaluations to support staff development.
• Foster a positive and collaborative work environment.

Performance Management:

• Monitor key performance metrics, such as call volume, response time, resolution rates, and customer satisfaction.
• Implement performance improvement initiatives and strategies to meet or exceed set targets.

Resource Allocation:

• Allocate resources effectively to ensure optimal staffing levels and manage workforce scheduling.
• Handle workforce planning and capacity management to meet service demands.

Process Improvement:

• Continuously evaluate and improve contact center processes, policies, and procedures.
• Identify and implement efficiency enhancements to enhance customer service and reduce operational costs.

Quality Assurance:

• Develop and implement quality assurance programs to maintain high service standards.
• Conduct regular quality monitoring and feedback sessions with customer service representatives.

Reporting and Analysis:

• Generate and analyze reports related to contact center performance.
• Use data-driven insights to make informed decisions and improvements.

Customer Satisfaction:

• Focus on improving customer satisfaction and resolving escalated customer issues.
• Encourage a customer-centric culture within the contact center.

Compliance and Regulatory Requirements:

• Ensure that the contact center operates in compliance with industry regulations and internal policies.
• Stay updated on relevant laws and standards.

Qualifications:

• Bachelor’s degree in business, management, or a related field (or equivalent work experience).
• Proven experience in contact center management or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in contact center technologies and software.
• Analytical and problem-solving abilities.
• Customer-focused and results-oriented.

Lamar kerja

Deskripsi Perusahaan

Info Perusahaan

• Industri: Manajemen/Konsulting HR
• Ukuran Perusahaan: 2001 - 5000 pekerja
• Waktu Proses Lamaran: 16 hari
• Tunjangan dan Lain-lain: Smart Office Look, Monday-Friday and Shifting (for some positions)