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Call Center Manager Telesales

Job title: Call Center Manager Telesales
Contract type: Permanent
Location: BTS (Silom Line)
Specialisation:
Reference: TH__004992[558]
Contact details: Pinyapatch Sitthisamphan (02-261-8710 Ext.210)
Contact email: pinyapatch.s@jac-recruitment.com
Contact-phone: 02-261-8710
Job published: 15 days ago

Our client is an eCommerce / direct sales retailer operating throughout South-East Asia. Specialty is creating beauty-related and pharmaceutic brands and managing them on all the levels of operations.

Job Description

  • Review daily, weekly, and monthly sales reports to ensure meeting the targets
  • Monitor and evaluate agent performance, daily/weekly/monthly including calls and after call/work monitoring, utilizing call recording and quality assurance teamwork, review productivity and attendance reports of agents
  • Provides monitoring and feedback to team members including side-by-side monitoring, silent monitoring, and recorded call review
  • Works with site management to identify and address wide ranging quality issues
  • Completes performance reviews for team
  • Ensures team members are meeting productivity goals
  • Sets productivity targets for team members, monitors results daily and communicates progress weekly
  • Represents team needs at a departmental level
  • Monitors team attendance and ensures policies are employed uniformly
  • Communicates performance to team members regarding attendance and adherence performance. Monitors real-time and historical reports to ensure proper phone state usage
  • Directly supervises 100+ employees in the Call Center Department
  • Interviewing, hiring, and training employees
  • Planning, assigning, and directing work (Responsible for scheduling staff based on project   volume)
  • Addressing complaints and resolving problems

Qualification

  • Bachelor’s degree or higher in any fields
  • Thai Nationality, Male or Female, age between 30-40 years old
  • At least 10 years experiences in managing Telesales team
  • Intermediate in telephone systems and Microsoft Office; Word, PowerPoint and especially Excel
  • Common understanding of English is a must
  • The candidate should be analytical, efficient, and thorough
  • Ability to work independently and in terms to carry out assignments to completion within parameters of instructions given