Manager Driver Contact Center  

● Proposing and implementing strategic level plan within the contact center to support delivery of excellent service to drivers.

● Maximizing the performance of the Contact Center against defined Key Performance Indicators (KPIs) through effective real time management.

● Ensuring that the center is staffed using a system to provide a cost effective service utilize the available resources in the most efficient possible manner.

● 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 and Email & In-apps Channel)

● Aligning with Work Force Management (WFM) / Real Time Floor Monitoring (RTFM) to monitor daily activity related to time-keeping, adherence and performance management associated with agent productivity .

• Previous experience in managing call center or other related field (Min. 3 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)