Project Manager

Job Description

• Procure and manage consultant and contractor teams during project development and delivery
• Work closely with project dealers to secure success.
• Planning, managing, and supervising all operation team members (team leader and agents) through forecasting, rostering, monitoring, briefing, coaching, and others.
• Responsible for providing services to all customers who contacted Inbound Contact Center Regular and handling customer requests according to business processes.
• Follow up, monitor and solving process of complaints customers received through applications or other media available in accordance with the applicable business processes.
• Follow and make sure all team members are actively involved activities Service Improvement and Motivation Program.
• Provide Performance Reports and analysis such as attendance, achievement, activities assigned, etc.
• Taking decision about customers complaint which required special treatment, such as complaint are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others.
• To develop personal performance and the rest of the team (Team leader and agents) such as training, briefings, seeking information latest, and others.
• Monitoring, make sure all member of team (team leader and agent) actively involved in the activities of Quality Service Management, and follow up on these activities.
• Monitoring, make sure all member of team are actively involved in Certification activities / Assessment organized and follow up on these activities.
• Doing the responsibility and authority in accordance with the business processes defined.

General Requires:

• Education/ Major: Univercity/Bachelor at related field
• Male, experience at least 2 – 4 year-experience developing and implementing quality assurance, training program or supervising in a call center environment
• Experience as team lead, trainer, QA, supervisor, or manager desired.
• Project management experience, able to work independently on multiple concurrent initiatives.
• Ability to solve problems quickly and independently while working in a fast-paced environment
• Experience persuading audience and front line employees to support new initiatives
• Exceptional listening skills.
• Intermediate to advanced reporting skills
• Excellent ability to identify and analyze data for trends
• Excellent time management. project manager.
• Ability to multitask and perform in constantly changing environment
• Experience managing and driving team calibration to QA requirement
• Strong organizational, planning, prioritization skills. project manager.
• Experience in travel industry, call centers, service industries, and/or consulting a plus.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Result-oriented, problem solver, analytical skill, and customer-focused.
• Excellent command of spoken and written English and Vietnamese.
• Minimum of a bachelor degree in relevant field. project manager.
• Disciplined and high motivated to motivate and encourage team for improvement

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