日本と海外をつなぐクラウドソーシング

Synnex - Concentrix

Technical Support Representative

2006/03～ 2009/02

Handling Customers Concern about IT-Enabled Devices

Sutherland Global Services Inc.

Supervisor

2009/03～ 2012/03

 Handles minimum of 15-20 agents
 Responsible for conducting skill transfer sessions based on agent’s daily / weekly / monthly top call drivers
 Conducts technical refreshers for R30 and TACRIFT outliers
 Responsible for real time floor support on nesting agents
 Presents daily performance report for agents under my responsibility
 Conducts one on one coaching sessions focused on skill development

VXI Global Solutions

Team Manager

2012/05～ 2012/08

 Handles minimum of 15-20 agents
 Responsible for conducting skill transfer sessions based on agent’s daily / weekly / monthly top call drivers
 Conducts technical refreshers for R30 and TACRIFT outliers
 Responsible for real time floor support on nesting agents
 Presents daily performance report for agents under my responsibility
 Conducts one on one coaching sessions focused on skill development

VXI Global Solutions

Operations Manager

2012/09～ 2014/10

 Handles 10 Supervisors
 Each Supervisors handles 15 - 20 agents
 I develop people and coach to be at their best specially in productivity and efficiency.
 Drive team performance based on KPI
 Responsible for calibrating agents in partnership with the NPS team to ensure that inbound calls are within standard as set by client
 Responsible for conducting coaching and development session to Supervisor/Agents.
 Responsible for career planning for direct subordinates

Teleperformance, Inc.,

Assistant Call Center Manager

2014/11～ 2016/06

 Handles 12 Supervisors
 Each Supervisors handles 10 agents  I develop people and coach to be at their best specially in productivity and efficiency.
 Drive team performance based on KPI
 Responsible for calibrating agents in partnership with the NPS team to ensure that inbound calls are within standard as set by client
 Responsible for conducting coaching and development session to Supervisor/Agents as per TOPS Process
 Responsible for career planning for direct subordinates