1. Ensure the required customer satisfaction by providing a satisfactory response to customer interactions.
2. Understand customer needs, develop solutions and solve customers' business problems.
3. Realize the required contact center business plan results to achieve revenue and cost.
4. Manage customer interactions through inbound voice contacts through his/her team of various services.
5. Manage operational activities and challenges and ensure that resources match workloads to provide cost-effective and high-quality services within agreed SLAs and timetables.
6. Continuously monitor and review performance indicators to achieve goals.
7. Independently manage the BPO process to ensure business profitability.
8. Promote product improvement through product benchmarking, analysis of market data and trends.
9. Effectively manage contact center operations to achieve continuous performance improvement.
10. Identify the relevant training needs of seats and team leaders, and ensure effective implementation.
11. Effectively manage shift operations.
-Bachelor degree
-3+ years of managing customers related work experience
-Fluent spoken and written English
-Good communication and problem solving skills
-Proficient in using office software (ppt, word, excel, etc)
-Have the ability to carry out planned profit and loss, customer relations, customer satisfaction surveys, etc.
Welsend is founded in 1993, Welsend Group is a globally recognized provider of Business Process Outsourcing, Information Technology Outsourcing, and Human Resources Outsourcing services. With over 230 delivery centers across more than 60 cities worldwide and a team of 20,000+ employees, we serve industries including Internet, Smart Manufacturing, and Finance, support service delivery in over 30 languages. Welsend is committed to providing one-stop, tailored service solutions to global clients.
Should you wish to explore more tailored solutions or learn how our services can bring value to your business, please do not hesitate to contact us. We look forward to providing you with our dedicated professional support.
Website: https://www.welsend.com
Beyond Your Expectations