Job Descriptions and Responsibilities
Creates an effective execution plan to develop CSC to become the best service provider in the market.
Monitors and maintains sound customer satisfaction on Call Service Center including control and develop all Call Service Centers/ SUS staff in the area of customer mania mindset and CHAMPS Check standard.
Monitors and regular review standard call services, system availability and quality assurance to ensure that all systems are operating in proper manner.
Delivers AOP of Call Service Center with the consultation of Call Service Center Manager.
Manages and control manpower plan per people matrix and Staffing Needs that reflect real needs in each situation.
Ensures all customer complaints and feedbacks are satisfactorily resolved.
Ensures the uninterrupted operations of Call Service Centers/ SUS to guarantee the delivery time is achievable at all transactions.
Works closely with the Home Service manager in implementing and monitoring the Home Service system performance and future expansions.
Conduct the Training Curriculum on KFC and Pizza Hut specific topics and other relevant trainings to ensure all staff is informed of adequate understanding, knowledge and skills necessary for maximum business execution.
Ensures that all Home Service information are updated and communicated among call centers and SUS team; such as new promotions or campaigns, new product launch, new pricing strategies, etc..
Assist Call Service Center Manager in studying current Home Service business volume and identifying strategy to increase Home Service transactions and customer base; takes an active role in implementing various marketing programs and strategy to boost up Home Service performances.
Provide the accurate and updated related call center reports and figures necessary for management decisions.
Performs other duties as assigned by direct supervisor.
Qualifications
Bachelor Degree or Above in Business Administration or related field
Male or Female age over 30 years
At least 8 years or more of hands-on work experience in QSR or Call Service Center business.
Strong management, communication and Leadership skills
Enthusiastic, able to work under pressure, mature, and high accountability
Customer Mania Mindset
Excellent English ability
Good command of Computer skill
Contact Address
Human Resource Department
Yum Restaurants International (Thailand) Co., Ltd.
142 Two Pacific Place Building, 15th Floor
Sukhumvit Road, Klongtoey, Bangkok 10110
Telephone : 0-2653-2900 ext. 9404
Fax : 0-2653-2866
E-mail : th-recruitment@yum.com
Website : www.yum.co.th
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