Amartha sedang merekrut seorang

Customer Experience Senior Lead

- Monitoring the floor to ensure it remains conducive both Internal and Vendor OS.

- Ensure that there are no missed escalations

- Ensure all tickets are handled properly

- Carrying out coaching, feedback and counseling

- Ensure agent quality

- Conduct analysis and assessment of team performance

- Carry out operational monitoring to ensure that KPIs are maintained according to the SLA

- maintain KPI parameters such as CSAT, AHT, FCR, etc. to comply with SLA. 

- Understand data analysis in contact center scopes (Budgeting, Man Power capacity, Scheduling and Shifting validation, Efficiencies projects relate business and services process improvements)

- Make improvements to achieve KPI and budget skill analysis to ensure budget absorption is managed properly.

  • Minimum 8 years of customer experience field.
  • Collaborates in the implementation and execution of project delivery, monitors team performance, ensures service quality, and drives achievement of KPIs.
  • Highly attuned to customer feedback, with the ability to anticipate and effectively manage unexpected situations or complaints.
  • Skilled in organizing performance coaching sessions for team members, driving continuous improvement, and managing staff retention.
  • Experienced in overseeing internship operations and administration, leveraging data-driven insights to inform decision-making.
  • Strong analytical thinking, problem-solving, communication, and negotiation skills.
  • Customer-focused, with solid data processing capabilities and a keen attention to detail.
  • Capable of conducting thorough analysis and recommending operational improvements.
  • Flexible, adaptable, and committed to a Work-from-Office (WFO) setup.
  • Fluent in English, both written and spoken, with strong reporting skills.
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Jenis kontrak
Full Time
Lokasi
Tanggal posting
6 November, 2024