Call Centre Supervisor (Thai/Man/Eng speaking)
Detail posisi
Kewajiban
• Ensure that all telemarketing executives are efficiently performing phone calls and tracking their respective guests through effective and timely call-backs.
• Take over phone presentations as necessary to assist telemarketing executives in closing packages and confirming information on all packages and guests is accurate.
• Correspond with prospective guests through established email protocol and templates.
• Process the booking process in conjunction with Administration.
• Ensure a superior Guest Experience is provided.
• Ensure the Telemarketing Executive are engaged and perform a minimum of 10 full presentations per day and achieve the package sales objectives.
• Correspond with prospective guests through established email protocols and templates.
• Conduct a short daily briefing with your lead team members by sharing feedback, target, housekeeping etc.
• Conduct and lead Call Center morning briefings by coordinating with related parties.
• Conduct monthly performance reviews for the team and maintain proper documentation.
• Provide coaching to low-performing team members as needed.
• Motivate or empower team to achieve targets or KPIs.
Kualifikasi
• Excellent customer service skills, including but not limited to, active listening, empathizing, problem solving, organized, detail oriented, follow through, and excellent verbal and written communication skills.
• Previous telemarketing service experience preferred.
• Ability to work as a team player, in a personable and positive manner. Able to train and motivate associates to achieve high performance.
• Ability to work quickly and accurately in a high pressure environment. Able to perform well under pressure and respond well to an environment of constant change.
• Fluent in Thai and English/other languages beneficial as well.