Head of Contact Center Operational Excellence
OVO (PT Visionet Internasional)
- South Jakarta, IndonesiaLippo Kuningan 20th floor, Jl. HR. Rasuna Said Kav. B-12 Setiabudi, Jakarta 12940, South Jakarta, DKI Jakarta, Indonesia, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Job closed.
Job Description
- Responsible for development and administration of annual department budget to attain business goals with operational stability
- Deliver results against a defined scope of work that includes strategic innovation, performance reporting, and human capital development
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, segregation of duties and responsibilities, staffing levels and supervision
- Set the strategy for the development of the Contact Center, staying abreast of new practices and technologies, ensuring that OVO gain and maintain recognition for the quality of Customer Service
- Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies, Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs
Minimum Qualifications
- Effective leadership and analytical skills including working knowledge of staffing models, scheduling, and Contact Center platform system
- Exceptional ability to develop and manage results-oriented recruiting and training programs
- Strong mentoring and relationship building skills with ability to effectively manage and interpersonal conflict situations
- Proven experience of leading a service driven Contact Center Operation with experience of managing an operation through periods of significant growth or change
- Excellent communication and leadership skills to lead and motivate a growing and changing service operation
- The ability to engage with directors and managers at all levels across the wider business to achieve goals and objective
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Lippo Kuningan 20th floor, Jl. HR. Rasuna Said Kav. B-12 Setiabudi, Jakarta 12940, South Jakarta, DKI Jakarta, Indonesia
About OVO (PT Visionet Internasional)
OVO (PT Visionet Internasional), a fintech startup that builds a digital platform aiming to simplify your life by providing amazing rewards & deals through our merchant partners, simple payment and smart financial services.
With thousands of affiliated merchants and business partners and multi million members in the ecosystem, we will be the largest Indonesian digital financial service platform.
Currently we have hundreds team members and over half of them are in Technology putting us as one of the best Tech Startup company that provides you with exciting career journey!
We are constantly looking for enthusiastic and passionate people to join our OVO family!
Do send your inquiry or drop your CV to ta@ovo.id