Team Manager Customer Service

PT Grab Taxi Indonesia

Deskripsi Pekerjaan/ Job Description

Get to know the Role:
  • Responsible for managing the team’s performance by ensuring that departmental objectives, and OKRs are met including monitoring, organizing, and coaching team on a day-to-day basis
  • Responsible to manage day to day Call Center operation
The day-to-day activities:
  • Analyst : Designing, planning, and implementing the strategic staffing Defining a structure, roles, and responsibilities to support the center’s staffing strategy. (all channel). Planning & executing formal & non-formal training.
  • Do analysis on current process and create process improvement including improvement on problem solving
  • Creating recruitment plan by applying the principles and best practises for recruiting, interviewing, and hiring
  • Do analysis and implement action plan to reduce attrition and increase staff retention
  • Implement a monitoring coaching program : Address poor performance constructively and within applicable guidelines and conduct a performance review
  • Understand business process and workflow improvement
  • Responsible for budgeted
  • Ensuring people have Grab Culture and Value
The must haves:
  • Minimum S1 any major, with experienced as Assistant Manager, Manager Call Center Inbound Call, Inbound Email, Outbound Call
  • Handle Call Center scope : above 150 Agents
  • Call Canter Skills, understand manage floor / real time floor management, prefer understand Zendesk
  • Minimum 5 years as Assistant Manager/Manager