Lowongan Kerja Indonesia - Operation Director

@ Lowongan Kerja Indonesia

TELEMARKETING INDONESIA, PT

Teleperformance is the global leader in CRM and Customer Contact Centre Managed Services.Listed on the Paris Stock Exchange, it is founded in 1978 in Paris and now has operations in 51 countries around the world with over 100,000 employees.Recently, Teleperformance has been ranked the worldwide leader by reputable international research organizations like IDC and Data monitor.

Operation Director

Job Description :

Roles & Responsibilities

To direct and lead the daily operations of Contact Center to deliver customer service Excellence :

• Supervised and manage the call center
• Produce quantitative and qualitative reports on Call Center KPIs and related data
• Make recommendation to management for improvement in Call Center operations
• Build relationship with and gain trust of client/s to maintain and grow business with them.
• To design and implement strategies, policies, planning and management control systems to achieve the highest level of productivity and operational effectiveness
• To work with the Finance department to manage cost and deliver profitable results for  the assigned campaigns
• To work with the HR department to find, engage, develop and retain a highly professional work force by providing clear directions, guidance, performance coaching and motivation programs supported by appropriate recognition & reward system and career development opportunities.
• To proactively seek feedback from staff, share lessons learned and drive continuous improvements in sales, service, operational efficiency and customer satisfaction.
• To provide timely campaign performance feedback & reports to Company management and clients.
• To engage clients, manage their expectation, and grow the relationship to expand thebusiness.
• To work with the IT & General Affairs departments to manage, secure and maintain Company assets, including but not limited to office space, workstation, technology and other equipment.

Qualifications & Competencies Required

• Minimum university degree (S1)  from reputable university with minimum GPA 3.00 (scale 4.0)
• Microsoft Office skills essential
• 5 to 10 years supervisory/managerial experience in a contact center environment in service industry (e.g. Telecommunication, Banks)
• Fluent in English both oral & written
• Excellent communication, presentation and interpersonal skills
• Experience in a managing team, motivating, coaching and inspiring team members to achieve excellent service or sales target necessary
• Customer focused and bottom-line performance driven
• Demonstrated leadership, excellent team building and interpersonal skills
• Ability to deal with people from all levels professionally
• Excellent analytical, problem solving, decision-making and negotiation skills
• Effective planning, organizing, delegating and time management skills
• Experience and skills in area such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable.
• Operational productivity and quality management knowledge

Should you be interested in this exciting position, please send your resume to

tpid_careers@teleperformance.com.sg

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