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[외국계통신보험사] 콜센터(CS) 팀코칭 대리-과장급

상세 내용

담당업무 The role is critical in managing the Contact Centre teams in Korea by
organising and directing the daily activities of our Experts – this involves
three key areas; experience, efficiency and engagement.
The main responsibility of the role is to develop our Experts to achieve peak
performance by coaching and supervising them effectively
to ensure they providing outstanding customer service, at the right place, at
the right time whilst remaining highly engaged.
The role will also assist the Operations Manager in other activities across
the centre.

Manage a team of experts to achieve an outstanding customer service
Develop Experts customer service capability through regular coaching
(using the Asurion ADAPT model) including providing them with the practical
tools to proactively manage their call quality
Conduct call assessments and in the game / moment feedback for our
Experts to ensure the centre consistently meets the expectations of the
quality framework
Handle complaints and escalated calls using delegated authority to achieve
resolutions with desirable outcomes for all stakeholders
Provide floor support for the centre and refer to other colleagues /
departments where appropriate
Demonstrate an awareness of the importance of Asurion’s client relationship
(s) and display this to all stakeholders
Contribute to organisation wide initiatives (including business improvement
projects) in the customer service space
Manage a team of experts to ensure they are operating efficiently
Ensure operational commitments are met including Grade of Service (GOS)
this includes acting in the moment where required and taking proactive
interventions where required e.g. arranging call backs etc
Ensure there is effective and efficient co-operation between your team, the
wider centre and other departments outside of Customer Solutions
Oversee that service requests are completed by Experts using an
appropriate average handling time
Conduct regular reporting with the aid of the MI/BI function to aid in
managing the efficiency operation
Conduct return to work interviews for any absences and address any issues
of non-adherence (breaks, punctuality etc) in the moment
Conduct workforce planning tasks (e.g. reviewing rostering) to ensure your
team are in the right place, at the right time to meet business and
operational requirements
Manage a team of experts driving a high level of engagement
Review goals/KPIs against the balanced scorecard for each Expert and
conduct regular reviews to evaluate their progress
Develop an individual development plan (IDP) with each Expert and conduct
regular reviews to evaluate their progress
Carry out performance management activity where required including
performance improvement plans (PIPs) through to formal disciplinary
ensuring consistency across the centre
Build and maintain a high level of morale in teams to assist with productivity
including conducting regular R&R activity
Act as a role model of Asurion’s core values and leadership principles,
ensuring all Experts understand and embrace them as part of their everyday
Ensure all Experts understand, implement and operate within company
policies and operating procedures Ensure all direct reports understand
Asurion’s mission, vision and strategic business initiatives (this includes
ensuring any changes are communicated accurately in a timely manner)
자격요건 2+ years’ experience in a customer facing environment (보험사/통신사/모바
일제조/전기전자Contact Centre, Hospitality, Retail etc.)
Previous demonstrated experience in the areas of coaching and
performance management
우대사항: Knowledge of MI / BI software tools (Qlikview etc.), CRM software
(MS Dynamics, Salesforce etc.), Time and Attendance systems (Ezlabour,
Kronos etc.)
업종 보험업
직종 영업관리/CS/매장관리
근무지 서울
직급 Team Coach
경력 2 년 이상
학력 학사
제출서류 국문 and 영문이력서(MS-WORD 작성 요청드림)

담당 및 문의

담당자. 김선영 상무 Tel. 02-551-0449 E-mail.