Head of Telesales and Call Center [Contract K.Sirorat 065-056-2509]

หน้าที่และความรับผิดชอบ

• Growing Revenue - Build, lead and manage a business that is positioned both in structure and function to increase efficiency and customer experience resulting in increased sales, market share and revenue - Collaborate across business units to ensure alignment of improved online customer experience with a one way same way internal staff digital experience. This includes the setting of explicit KPIs and objectives at team, individual and organisational levels Operational - Managing all operational processes and sales directed activity is consistent across the Company and that resources are optimised for maximum effectiveness on direct or indirect team members - Responsible for overall ownership of the Digital, Online and Customer Service Roadmap, including active involvement in Payments and Digital related Partnerships - Provide analysis and reporting around current usages statistics, transactional volumes, payment risk, customer behaviour and emerging trends - Develop and maintain competitor/market intelligence, keeping abreast of industry trends to ensure the services evolve and you will share appropriate and relevant information in a timely manner to aid organisational decision-making - Collaborate across Sales and Distribution teams to set the direction for on-boarding and managing customers through the online banking channels - Manage risks and ensure accountability is consistent with the company's agreed risk profile and in accordance with statutory requirements People Management - Collaborate with other Head of, across the Sales and Distribution Leadership team to ensure adequate training and resources are provided within the Customer Service Centre, network and other specialist channels to service customers utilizing these services Call Centre - Commitment to lead the team to deliver a high level of professional quality customer service to all parties at all times - Efficient monitoring of call center, customer complaints from all avenue including call center, counter, website & helpdesks operation - Report fraud / suspicious claims to superior for action - Steadfast in customer complaints & helpdesk resolution within timeline - Conduct call audits to evaluate staff performance, identify training needs & inculcate continuous training requirement for improvement - Monitor & manage daily operations in call center to ensure effective usage of call center staff per call ratio - Advocate accurate data entry by staff by enabling effective monitoring / audit - Evaluate reports on caller trend / complaints & highlight to respective HODs for action on weekly / bi-weekly basis - Dedicated handling of customer’s complaints if not resolved within timeline & highlight to respective HODs for resolution - Ensure follow-up to caller on unresolved matter - Deliver necessary support in accordance to Company’s directive - Ensure departmental KPIs meet management requirement - Administer best practices & smooth day-to-day operation - Prepare necessary reports as required by superior - Render support to claims backroom as & when required - Handle any other portfolio as required by management

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• 1. Professional / Academic Qualification (minimum qualification required) - Professional / Academic Qualification Bachelor Degree in any field 2. Work Experience (years of related working experience required) - At 10 years in a senior management role overseeing online channels in a fast paced customer sales and service environment. - Working experience in Telesales/Telemarketing/Customer Service/ Sales will be added advantage. 3. Knowledge & Skills (Skills needed to handle the job environment) - Demonstrated experience in high level /strategic thinking, planning and stakeholder management - Proven experience in Agile based program management and product/service management - Strong influencing and negotiating skills will be required - Significant understanding of sales principles - Effective management of customer relationships and other interested parties

สวัสดิการ

• ตามข้อตกลงของบริษัท
• ประกันสังคม
• สิทธิการเบิกค่าทันตกรรม

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การเดินทาง

ศาลาแดง / ช่องนนทรี / สุรศักดิ์

สามย่าน / สีลม

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