Project Manager
5 months ago
**Responsibility**
- Manage an end-to-end customer service operation (Voice and Non-Voice)
- Analyze operation performance ensuring that all required KPIs are met
- Ensure that the operation team are working effectively and follow all client service processes and compliance when handling customers and sellers queries and complaints.
- Manage the development and implementation of operational strategies / SOPs for better performance and client satisfaction.
- Coach and monitor management team and staff's performance according to established monitoring standards.
- Hold call calibration sessions and do call evaluation regularly to ensure quality of calls made and managed, information given is correct, accurate and regulatory compliance.
- Identify, recommend, and measure coaching and training initiatives for team members.
- Support regular assessments of agent knowledge and performance and communicate the results to team lead for informed decision-making.
- Assigns tasks to team and develops detailed and accurate work schedules, project estimates, and resource plans.
- Works with core project team (such as business partners, vendors, and technical team) to develop detailed, actionable project schedules and milestones.
- Communicates accurate and timely project accomplishments, milestones, and overall project health to stakeholders via required measures and methods (such as status reports, metrics, checkpoints, reports).
**Qualifications**
- Bachelor's Degree in any related fields.
- Good attitude and open mind
- 4 years of supervisory experience.
- Strong interpersonal skills to interact effectively with various functional groups and client organizations.
- Proven project management skills.
- Experiences in managing customer service operation is a plus.
**Benefits**
- Computer Notebook
- Company Outing (Vulcan Trip)
- Company Party (Ava Advisory Group)
- Onsite Workshop i.e., Basic Thai Sign Language, Blend and Brew Coffee, Scented Candle
- Mental Health: AI Depression Project
- Annual Health Check Up (Ava Advisory Group)
- Life Insurance : IPD, Accident, Surgery
- Health Insurance: OPD
- Dental Care
- Social security
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