• Manage team leaders and group of agents.
• Assist agents to handle strong complaint from customers and provide suggestion to resolve it completely.
• Set up regular meeting with billing, BO, Network team to settle system issue, and seeking idea to solve complaint at fastest ways.
• Conduct the performance appraisal session for agents & team leader.
• Provide idea to manager to build the KPIs of the contact center operation in away that is effective for team.
• Build the plan to manage the performance of the agents to achieve the KPIs set.
• Monitor and track the performance of agents to align with KPIs given.
• To motivate, recognize & retain resources for its own team achievement.
• Attend the product & promotion briefing sessions done by other department.
• Prepare schedule, Shift planning, and day by day management.
• To support other group of agents in different skill during the absence of the in-charge sup/TL.
• Strengthen quality and productivity of agents with action plan based on the monthly QA report and live-listening check.
• Guarantee the policy compliance of subordinates both company and contact center policy, and also do disciplinary session with agents if any
• Do report presentation to CMO and Manager during meeting.
• Organize monthly meeting with agents to settle the issues and collect feedback.
• Monitor and maintain good working environment.
• Initiate good idea for improvement continually.
• Daily, weekly and monthly report to Contact Center Manager.