日本と海外をつなぐクラウドソーシング

Klook

Customer Experience and Product Content Supervisor

2019/10～ 2020/05

o Manage multiple interactions live operations in 24x7 work shift environment.
o Manage a diversified team in a global set up environment and ability to take up customers escalations and assist the team to answer calls/live chat/emails if there is any out -surge.
o Conduct and create a highly motivated and performing team through managing frequent coaching, team meeting, huddle, one to one, team improvement plan etc.
o Prepare, monitor and adjust interval summary proactively to ensure Green SLA every day in all interactions.
o Work closely with WFM in managing call volume, out -surge, queue management, skills routing and Business Continuity Plan.
o Ability to carry out process improvement projects in creating a global contact centre of excellence.
o Additional duties or projects as assigned by managers.
o Approve leaves such as vacation leaves and sick leaves.
o Makes sure each output from the team is of highest quality.