Lowongan Kerja Kebayoran Lama Posisi Tele Survey di PT XL Axiata Tbk

Responsible to plan, develop, or conduct outbound calls teleservices (Sales, Collect & Survey), manage and lead a group of Teleservices outbound interaction to provide reporting and analysis on teleservices data including consolidate, portfolio and team results. May analyze and interpret the meaning of teleservices data, determine teleservices objectives, or suggest or test question wording. Includes social scientists who primarily design questionnaires or supervise teleservices team.  To identify quality, insight and contribute to developing and monitoring company strategy and targets, and provide recommendation of teleservices outbound interaction operational performance to ensure it deliver committed quality and target

Job Accountablities : 

1. Managing vendor performance to keep up with XL requirements related product convergence and quality standard and target needs on outbound Teleservices.
2. Setting the effective methodology in quality checking, internal control review, accurate teleservice activity, gather insight, and effective KPI as driver within fast changing natures in telecommunication convergence industry in order to deliver an effective teleservices with end to end best customer experience.
3. Prepare a reliable and high quality reports related to Vendor Performance, teleservices target achievement, customer insight from outbound / engagement interaction such as on XL program and product, root cause analysis on any problems and discrepancies, monitoring reports from manage service vendor.
4. Enhance the competency and skill level in ensuring accomplishment of Teleservices in all engagements, with dynamic structure i.e. contract review, new KPI, commercial scheme, etc
5. Balancing the management requests towards Teleservices, management’s priorities may differ from Teleservices assessment of risk in service quality areas /or other contract limitation, as currently all changes need to be govern by proper change management process, cost vs benefit analysis, and approved by both party Supplier and XL.
6. Bridging with vendor perception on target achievement as well as internal management expectation inline with company goal as to be convergence number one.
7. Continuously provide high quality Teleservices operation in the aggressive initiatives in parallel maintain operational excellence with regular operational review & effectivity, and engagement management, analyze & enhance operations service and in parallel potentially manage / lead related initiative / project that has been assigned with aggressive SLA / target and always build and maintain the good relationship within or across the functions to achieve good team work synergy.