AVP, Business Care Operations and Centre Management

Key Accountabilities

Drives exceptional customer experience for premier clients, cultivates a high-performing team, and ensures operational efficiency and robust quality governance within the specialized premium/CN desk. This role focuses on continuous improvement in training, quality, and talent development, leveraging technology for enhanced service delivery and risk control.

Job Duties and Responsibilities

1. Training and Capability Building

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• Streamline Training Framework: Optimize the specialized premium/CN desk training framework to reduce time to productivity from six to four months.
• Curriculum Standardization: Update and standardize training and guideline modules specifically for CN desk.

1. Quality Governance and Risk Control

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• QA Management: Oversee regular quality assurance sampling across call and written communications to maintain high service standards and ensure adherence to guidelines.
• AI-driven QA Utilization: Implement and leverage VTT and Gen-AI tools, once approved, to automate routine quality screening and sentiment tracking.

1. Talent Succession Development

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• Cross-Skilling Initiatives: Develop and implement cross-skilling programs to build internal capabilities and reduce dependency on single individuals.

1. Performance Management

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• Agent Coaching and Development: Coach agents, conduct performance reviews, provide constructive feedback, identify training needs, and foster continuous improvement. Monitor performance against service standards and customer satisfaction targets.
• Workforce Management & Supervision: Monitor agent queues and workloads, efficiently allocate resources to meet SLAs, and optimize response times for premier customers. Manage daily operations, including scheduling and attendance.
• Performance Monitoring & Reporting: Track and analyze team performance against established KPIs. Prepare and present reports on trends, successes, and areas for improvement, implementing strategies to address performance gaps.

1. Customer Experience Management

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• Complex Issue Resolution & Escalation Management: Act as an escalation point for complex customer issues, ensuring swift and satisfactory resolution. Collaborate with other departments or SMEs for unique premier customer requirements.
• Customer Feedback Analysis & Improvement: Analyze customer feedback to identify root causes of dissatisfaction, implement preventative measures, and champion initiatives to enhance the premier customer journey.

1. Operational Excellence & Process Improvement

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• Process Adherence & Optimization: Ensure strict adherence to established contact center procedures and policies. Identify and implement process improvements to enhance efficiency, reduce costs, and improve the overall agent and premier customer experience.
• Technology & Tool Utilization: Maximize effective use of contact center technologies (I.Serve, Knowledge Bases, communication platforms, Gen-AI), stay updated on new functionalities, and provide team training.
• Collaboration & Cross-Functional Liaison: Serve as a key liaison between contact center team and other internal departments to ensure seamless information flow, resolve inter-departmental issues, and contribute to broader organizational goals impacting premier customers.

Location

Jakarta Head Office

Job

Customer Service

Schedule

Regular

Employee Status

Full time