Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
Manage the service quality & report quality in the local Customer Experience Organization.
Maintain IVR greeting, and manage adjust the phone routing flows.
Proactively input to improve the scorecard of Customer Experience employees.
Manage FSR system as local FSR representative.
Planning & Process innovation
Create, implement, and develop effective customer service procedures, policies, and standards.
Customize the services and automate process to optimize and improve work efficiencyB2B SOPs representative: represent B2B Head in country SOP Committee & to work with B2B Managers to build/revise/update B2B SOPs & work instruction.
Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.
Project Management
Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
Supervise the project progress, together with the cross-department & Regional team.
Provide project evaluation (if any)
Others
Assist the B2B deputy head in daily team management & reporting.
Other ad-hoc assigned by B2B deputy head
Key Requirements
Skills:
Analytical ability to understand and interpret data for a range of audiences.
Solid project management skills with an ability to be flexible when required.
Strong numeracy skills with some experience of managing services performance.
An ability to prioritize workloads and juggle competing demands.
Faultless planning skills including deep understanding of the planning consent process.
Problem solving & project management
Experience:
From 3 years of CS managing experience in MNC companies.
Extensive experience of the planning process from preparation and submission to consent and appeal.
Evidence of previous report writing and making recommendations on major planning applications.
Analytical track record for using and translating data for proposal planning purposes.
Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
Skillful in planning and data analytics.
Benefits
Salary and benefits:
Competitive income compared to the market
Paid social insurance based on full salary
12 days annual leave, 5 days sick leave (with full salary)
High-class AON Health Insurance for manager level.
Participate in internal training courses: online/offline
Opportunities to promote to higher positions: Senior Manager, etc.
Work environment & colleagues:
Young and dynamic working environment
The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities though out the country.
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