Task Description
R emarketing Pre-term Daily Operation Management
- Monitor daily operations to ensure all agents perform well based on pre-set target on task completions and other operational KPI
- Giving instruction and help agents who might have the problem to answer customer’s inquiry
- Help to solve the escalated customer complaint if possible
- Cooperate with TQC team to carry out regular QC to ensure call quality
- Generate every agent’s overall performance based on pre-set performance scorecard
- Timly re-allocate daily taks during peak time when necessary
Remarketing Pre-term Business Process Enhancement
- Initiate process improvement and lead team to complete the enhancement
- Support remarketing team related projects with business strategy and targets
- Manage the timeline, resource and business communication
- Ensure enhancement delivery and monitor benefits are achieved after go-live
Remarketing Pre-term Team Management
- Support team members to continuously build up competence by coaching and mentoring on daily basis
- Share training and experience with junior team members
- Build up pre-term team working instructions and working standard
- Support team members on their individual development plan
Others
- Conduct other tasks as required by supervisor to support achievement of the company or department’s business objectives
- Support new comer training
- Contribute to GPTW environment