CSSD Operation Coordinator

Published Date: 2024-11-14
Application Deadine: 2024-12-09

Number of Vacancy(ies): 1( Internal )
Qualification: Bachelors degree with 2 years of experience in related field.
Experience: Experience in a technical support call center and coordination role
Contract of Employment: Full-time
Job Location: Head Office

Skills and Knowledge:
  • Higher operations and technical expertise
  • Strong skills in data analysis, call center software.
  • Excellent organizational and problem-solving abilities.
  • Ability to lead process enhancement, foster teamwork with cohesive team environment and maintain high level of customer satisfaction.
Job Duties & Responsibilities:

1)Daily Operations Management

  • Oversee call center activities, monitor metrics (e.g., call volume, response time), and ensure adherence to SLAs.
  • Ensure social media support meets SLAs and customer expectations.

2)Performance Monitoring

  • Evaluate call and social media response quality and target improvement areas with agents.
  • Work with QA team to enhance agents’ APS.
  • Collaborate with Training & Development to improve training and create LMS modules.

3)Technical Escalations & Issue Resolution

  • Manage escalated technical issues, coordinating with IT or specialized teams for resolution.
  • Provide or organize technical training for Supervisors, TLs, and agents.

4)Process Improvement

  • Identify improvements in call and social media support, adopting new tools to enhance engagement and service delivery.

5)Reporting & Communication

  • Analyze performance data to track trends and recommend improvements.
  • Report to Assistant Manager and HOD.
  • Act as a liaison across call center, social media, and other internal teams to ensure aligned communication.
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