Jericho Chang Email & Phone Number

台灣 臺北市、台中市

1. Clients relationship & communication2. People management & motivation3. Regular reports & presentation cabability4. KPI & Financial goal achievement

台灣 New Taipei City 板橋區

1. Manage, design the SOP what customer needed2. Co-work with BD to do the proposal for new project development.3. Cost, KPI and people management by daily basis.4. Familiar with the process of Inbound / Outbound / EC for customer service.5. Compliant handling and root cause analysis.

-Staff Management and Leadership1. Day to day staff supervision2. Handle staff and customer escalations3. Identify staff training and development needs and support career path development for staff4. Monitor and measure agent level performance5. Provide regular coaching6. Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required 7. Hold regular staff meetings 8. Participate in projects as required Call-Centre Performance 1. Perform real time queue management 2. Monitor and meet defined performance goals3. Roster team for support coverage4. Measure and report on call centre performance

Taipei

1. Monitor PSL and ABR performance at interval level and vendor staffing. 2. Failed KPI analysis and propose action plans for CSM.3. Provide inputs for Ops’ executive weekly flash (top operations issue report).4. Point of contact to ensure MS project launches successfully the call center and provide timely feedback to MS on behalf of vendor for the execution of the projects.5. Solution finding on customer’s inquiry / request for call center to APOC PMs.6. Reviewing training plan and learning measure.7. Co-work with regional quality team for call calibration and assist QM if there’s language barrier for QM.8. Assist CSM to prepare client updates.9. Communicate and collaborate with CSM to ensure that the service levels are met on a consistent basis.10. Validate real time availability of tools and communicate procedures if tools become unavailable validate data accuracy in all tools used to evaluate service delivery.

1. Established standardized operating procedures of checking and correction2. Develop and manage customer service center all kinds of performance metrics.3. Customer service personnel training, motivation, counseling and management.4. Assist front-line customer service staff to handle special cases of customer complaints.5. Supervision, and correct inappropriate behavior or product information.6. Establish a system of personnel training, supervision of the execution of the course.