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

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

2. Quality Governance and Risk Control

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

 

3. Talent Succession Development

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

4. Performance Management

1. 1. 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.
   2. 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.
   3. 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.

 

5. Customer Experience Management

1. 1. 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.
   2. 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.

 

6. Operational Excellence & Process Improvement

1. 1. 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.
   2. 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.
   3. 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