Trainer+Controler(Nhân viên Phòng nhân sự)

***COACH / TRAINER***
- Position Description: Team Trainer is responsible for ensuring that call center telemarketers provide the kind of service that builds high levels of customer satisfaction. By coaching and training both new recruits and experienced telemarketer's, the trainer helps call centers meet their most important goals: improving productivity, retaining customers, generating incremental revenue, providing an outstanding customer experience, and reducing telemarketer attrition.
- Duties and Responsibilities:
- Develop and design training materials and manuals (explanation the features and benefits of the products and provides with reference material, such as scripts or lists of frequently-asked questions, to help them deal with customer inquiries) for use in educational sessions
- Collaborated with leadership scheduling of training sessions programs for call center
- Training all call center operators to offer excellent customer service and prepared them for fielding various types of calls
- Training about company policies and ensure that telemarketer follow correct procedures in dealing with customers with details such as warranties, policies on returns and customers’ rights to refunds
- Provide induction training for new employees, with overview of the company and the call center, explaining the organizational structure and identifying sources of help and expertise, understanding of the company’s products and the customer service policies, describe the procedures of calls, familiarize with the computer technologies in the call center
- Takes an exam, testing for new employees according to a pre-prepared program
- Monitor the performance of call center team to ensure they achieve productivity targets and deliver high levels of customer satisfaction
- Monitor all system output to ensure the integrity and quality of each report
- Motivate and encourage your team through positive communication and feedback
- Take calls that a staff can’t handle and be available when operator appear to need assistance
- Review, monitoring statistics of calls, results of sales and company news - reporting to management
- Ensures on accurate daily report information of calls and quality of customer service provided by our telesalers of call center during their conversation with clients, by monitoring telephone calls; recommending improvements
- Maintain files on each operator related to attendance, performance - reporting to management
***CONTROLLER***
- Everyday listens calls from operators (starting from denied, in!correct status and new employees).
- Report on this document, starting from Overview (general picture of rating operator).
- Maintain files on each operator related to attendance, performance - reporting to management
- Work for each operator on a separate sheet of the document
- Assist in troubleshooting any technical issues
- Initiated investigation of order entry errors, damaged product, and return discrepancies, working closely with other departmental teams to ensure corrections were processed accurately and timely
- Promptly and methodically responded to customer inquiries to identify and resolve issues with initiative and good judgment
- Performed a variety of concurrent tasks, time-critical issues, maintained time sensitive records and created report
- Performed quality assurance and reported incidents/errors to Division and General Managers of Call Centre
- Ensures on accurate daily report information of calls and quality of customer service provided by our telesalers of call center during their conversation with clients, by monitoring telephone calls; recommending improvements