Assistant Manager Driver Care Resolution  

● Ensuring problem solving according to the agreed process and based on standard operational procedure

● Reducing and improve case resolution time.

● Monitoring day-to-day operation on inbound and email & In-apps channel in order to ensure all activity was driven by strategic level for each KPI component

● Controlling all process related to personal improvement plan on execution level for each channel (Inbound & Email & In-apps Channel)

● Working together with Work Force Management team to forecast capacity and headcount plan needed specifically for Driver Care Unit / Problem Escalation (email and in-apps ) team

• Previous experience in managing call center or other related field (Min. 2 years)
• Minimum Education: Diploma / Bachelor from any major
• Good English skills, both in verbal and writing
• Good communication and organization skills
• High motivation to do things
• Excellent time management skills and ability to multi-task and priorities work, strong organisational and planning skills
• Attention to detail and problem solving skills
• Ability to work independently and also in a team.
• Previous experience of Zen-desk / E-centrix systems will be considered as an advantage
• IT literacy (you are experienced in most used office software and you have curiosity to learn things that you don't know yet)