Job vacancy Head of Customer Service Management

Position Summary

Responsible for managing Value Management Desk (VMD) operations to achieve its core KPIs, with a focus on improving upselling by engaging with the customer.

Responsibilities

• Work with the Value Management Desk operation team and relevant stakeholders to deliver the best pack sales and customer engagement
• Drive operations to achieve VMD KPIs: pack sales, customer engagement, customer VOC and service quality
• Monitor daily manpower and scheduling based on operation requirements to achieve the daily target
• Manage overall service quality assurance and oversee and promote upselling of the Value Management Desk
• Collaborate with the performance/relevant team on VMD agents' report findings (or) data mismatch
• Preparing VMD agents' incentive calculations by month and sharing with the performance management team
• Preparing a monthly forecast for the following month and submitting it to the performance team
• Manage agents for required resource readiness (recruiting, screening, selecting, orienting, coaching, counseling, disciplining employees, monitoring, and reviewing their job contributions)
• Manage to review quality data according to existing documents, processes, principles, procedures, and COPC parameters/weightage
• Collaborate with other stakeholders to identify and improve the processes and products of VMD operations
• Collect VOCs and highlights and share it with the relevant stakeholders. Identify area for improvement and highlight to the line manager
• Actively participate in knowledge sharing and training for VMD service quality improvement and agents to engage customers with customer-oriented and sustained communication that drives great brand value as well as sales
• Must be comfortable with changing and competing priorities and be able to deliver across multiple projects and demands
• Perform special assignments or projects/campaigns as directed and serve on committees and task forces as assigned
• Open to new challenges and proactive in executing ad-hoc activities

Required Qualification & Skills

• Any bachelor’s degree (Preferable: business, sales, and marketing, or statistics)
• Minimum 5 years of experience in telecom or Service Industry (Preferable: Familiarity with contact center operations and their key drivers)
• Excellent customer service mindset, motivational and leadership skills to inspire performance
• Good knowledge of Application Software such as MIS and CIM, CISCO, Jabbar, Microsoft Word, Excel and/or similar
• High proficiency in executing management and social skills
• Good interpersonal skills and valued teamwork
• Good analytical skills and the ability to structure complex business issues
• Abilities to influence, motivate teams, use innovative and creative thinking and manage through change are necessary
• Proactive, independent and high on initiative
• Provide authoritative advice and guidance to colleagues, including associate training, coaching, or monitoring where appropriate
• Attention to detail and methodical