- Manage team managers, help determine and define contact center operational strategies by conducting needs assessments and business reviews - Understanding contact center metrics and applying the given technology to optimize the work-force - Work closely with Work Force Management (WFM) to ensure staffing/roster levels support business targets - Help to define “quality” and assist in establishing a learning environment based on collaboration, feedback and data - Drive a resolution-focused environment aimed at delighting the customer - Build a culture which includes performance reviews, coaching, counseling and disciplining employees - Prepare call center performance reports by collecting, analyzing and summarizing data and trends - Work closely with a global network of professionals all focused on managing the Agoda brand - Ensure company compliance initiatives are in place and monitorable, both at the local and international level
What you’ll Need to Succeed:
- Fluent Korean and English - 5+ years team management experience - Number driven and strong data analytical skills. - Must be an assertive team player with high energy to work in fast-paced environment - College graduate university degree
It’s Great if you have:
- Start-up, venture mindset. Willing to roll-up the sleeves and step-up to proceed the projects. - Background in Contact Center / BPO would be a plus. - Talents with management consulting background are some welcome to apply. - Candidates should have experience managing a multi-channeled environment (telephony, email, chat & social media.