Contact Center Leader
บริษัท รู้ใจ จำกัด- •Serves as a Supervisor for the Customer Care Team. Establishes and communicates sales, service, quality and productivity goals and action plans to individual members; ensures that all team members work with a focused direction to provide excellent performances.
- Leads, coaches, develops, supports, and motivates all team members to achieve service and operational goals.
- Participate in the recruitment process, lead and motivate the team.
- Monitor campaigns, promotions and events to ensure better customer management.
- Demonstrates and explains effective sales and service techniques to team.
- Handles special requests and unique customer situations promptly and effectively.
- Communicates sales and service initiatives and expectations to team members.
- Review staffing schedules on a daily basis to ensure effective scheduling.
- Observes and monitors team performance throughout the day to ensure that sales & service standards achieved.
- Ensure customer compliments/complaints, tracking/resolution and analysis process is in place so that it will be managed promptly and effectively within 24 hours.
- Do call evaluation to ensure quality of calls made and managed, information given is correct, accurate and regulatory compliance.
- Identifies high potential team members and promotes their development and advancement
- Ensures that all Service Experts receive their monthly coaching and performance appraisal (half-yearly) on time.
- Work closely with Trainer to provide supports to in-house training courses and on-the-job training for Service Experts as needed.
- To support & implement any ad-hoc business projects as instructed by Line Manager
- Bachelor degree in business administration or related field
- Minimum of 3 years' experience in a highly customer sales and service driven contact centre environment.
- Thai Nationality is preferable with excellence command of spoken and written English
- Prior experiences in Auto Insurance with Non-life broker license, especially the role of Contact Centre Management will be advantaged
- Analytical and conceptual thinking – using logic and reason, creative and strategic
- Ability to work in a fast-paced, deadline driven, cross-functional team, Customer Focus, Team Player, Creativity, Time Management, Strong Reporting & Analytical Skills and supervisory skills
- Customer and service-oriented, patient and strong perseverance, and work well under stress. You must be a team player and possess excellent communication, interpersonal, organizational and supervisory skills.
- Annual leave 12Days Plus business leave 3 Days
- Bonus
- Dental insurance (สิทธิการเบิกค่าทันตกรรม)
- Life insurance (ประกันชีวิต)
- กองทุนสำรองเลี้ยงชีพ
- การฝึกอบรมและพัฒนาพนักงาน
- ค่ายินดีมงคลสมรส
- ตรวจสุขภาพประจำปี
- ทำงานที่บ้าน
- ทำงานสัปดาห์ละ 5 วัน
- ท่องเที่ยวประจำปี
- ประกันสังคม
- ประกันสุขภาพ
- ประกันสุขภาพสำหรับคู่สมรสและบุตร
- ประกันอุบัติเหตุ
- ปรับเงินเดือนประจำปี
- มีเวลาการทำงานที่ยืดหยุ่น
- ลาบวช
- อบรมสัมนา
- เครื่องแบบพนักงาน, ชุดยูนิฟอร์ม
- เงินช่วยเหลือฌาปนกิจ
- โบนัสตามผลงาน/ผลประกอบการ
Roojai is the leading online insurance website in Thailand. As a fast-growing company, we are always looking for motivated and proactive team players to bring their skills and some fun to work. If you are looking for the opportunity to be a part of something different and exciting, Roojai is ready to welcome you to our family.
Our vision at Roojai is becoming the leading online insurance platform in Southeast Asia, by delivery simple, affordable and reliable insurance, through technology and innovation.