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manager in bound opeation

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manager in bound opeation

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  1. Inbound Operation (60399794) Role: Inbound Operation (60399794) Title Inbound Operation Grade/Level Level 5 Reporting To Senior Manager (Service Delivery and Operations) Mission (Sources of Values) Deliver high quality and seamless customer experience across all TNB CareLine touch points while improving revenues, reducing cost per customer and deflecting traffic towards digital channels Accountability & Responsibility Manage inbound functions and operations of CareLine Determine team and individual performance targets for the CareLine’s inbound employees Oversee delivery of excellent customer service and experience to customers Monitor and deliver operational Key Performance Indicators, ensuring that they are met and within the agreed cost frame Identify, develop and support implementation of performance improvement initiatives Promote a ‘Customer First’ culture, putting the customer at the head of every decision Lead and inspire agents to provide world class level service Execute operation real time management (RTM) as per COPC requirement Measure and manage operation variation Review roster and scheduling Review forecast vs actual performance Review inbound operation strategy / plan

  2. Authority N/A KPIs High performance Contact Center operation KPI metrics, which includes: Compliant to SOP and work process. Low VSF High Quality score High staff productivity Low shrinkage level Accurate and effective RTM High staff adherence to workforce management system End Products Daily, weekly, monthly (periodical) performance Periodical coaching Operation analytics High performance data for submission to COPC Periodical RTM report Competencies T-Presentation Skills T-Team Supervision T-K-Management T-Internal Business Processes Management L1-Vision T-Empowering Team T-ERMS/EHRMS/ECIBS/CMC Web/TCS Web/LGB-Net/PMS Etc

  3. T-Understanding Customer's Account T-Customer Relationship Building L3-Engaging Others L4-Self & People Development L2-Business Acumen L5-Accountability L6-Result Orientation T-Business Management Education Bachelor Degree Certifications N/A Experience Requirements Minimum total 7 years experience in customer service and supervising operation team in a contact center / retail environment Networking & Relations COPC Inc All operations and support unit within department and inter-department/division Outsourcing vendors Infrastructure and application system vendor TELCOs PPB RCC Stations Kedai Tenaga

  4. Subject Matter Experts

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