Job Description
- Oversee both Customer Care and Reservation activities, monitor and manage the performance to ensure achievement of high service level and Quality standard across all channels.- Monitor daily operations performance of our BPO- Analyze performance & SLAs on each activity, identifying areas for improvement, and collaborating on strategies to enhance service delivery.- Manage and improve Quality delivered by each contact center, make sure that it’s in line with company’s quality standards.- Conduct quality assessments and calibrations with our BPOs.- Monitor the quality of services delivered by external contact centers, conducting regular audits and assessments to ensure adherence to service level agreements (SLAs) and maintaining the desired standards of customer experience.- Collaborate with contact center partners to identify opportunities for process enhancement, suggesting and implementing improvements that optimize workflows and elevate service quality.- Enhance communication efficiency, ensure that all the information & processes are deployed in our centers, in an efficient manner, with high quality.- Identify key areas of improvement in our centers, collaborate with internal stakeholders to provide necessary training & guidance & support, ensuring a consistent customer experience.
Benefit
- Food allowance monthly 1,000K THB
- Bonus 5% of annual income
- Travel allowance
- Group Insurance
- SS
- AL 12 days
- Accor Card, Special discount up to 50% for hotel and restaurant in Accor group
