CSSD Operation Coordinator

Job Description

Job Duties & Responsibilities:

1)Daily Operations Management

• Oversee call center activities, monitor metrics (e.g., call volume, response time), and ensure adherence to SLAs.
• Ensure social media support meets SLAs and customer expectations.

2)Performance Monitoring

• Evaluate call and social media response quality and target improvement areas with agents.
• Work with QA team to enhance agents’ APS.
• Collaborate with Training & Development to improve training and create LMS modules.

3)Technical Escalations & Issue Resolution

• Manage escalated technical issues, coordinating with IT or specialized teams for resolution.
• Provide or organize technical training for Supervisors, TLs, and agents.

4)Process Improvement

• Identify improvements in call and social media support, adopting new tools to enhance engagement and service delivery.

5)Reporting & Communication

• Analyze performance data to track trends and recommend improvements.
• Report to Assistant Manager and HOD.
• Act as a liaison across call center, social media, and other internal teams to ensure aligned communication.

Job Specification

Qualification: Bachelors degree with 2 years of experience in related field.

Experience: Experience in a technical support call center and coordination role

Contract of Employment: Full-time

Job Location: Head Office

Skills and Knowledge:

• Higher operations and technical expertise

• Strong skills in data analysis, call center software.

• Excellent organizational and problem-solving abilities.

• Ability to lead process enhancement, foster teamwork with cohesive team environment and maintain high level of customer satisfaction.

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