담당업무

• - Manage Operations day to day activities.
• - Ensure KPI and deliverables are met.
• - Ensure all escalated cases and priority issues are dealt with and resolved in a timely manner.
• - Point of escalation between operations and clients.
• - Provide leadership, development and coaching of Team Leaders and Agents.
• - Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• - Working with HR and Recruitment drive the recruitment & selection of Team Leader and agents.
• - Contribute to the design and implementation of Change Programs and Projects which impact the contact center.
• - Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• - Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
• - Building and maintaining effective internal and external stakeholder relationships.
• - Identifying and instilling best practice, processes and systems and drive continuous improvement environment.

자격요건

• - Native language skills (excellence verbal and written communication skills both Korean and English).
• - At least one year experienced in BPO industry as manager level.
• - Able to work under pressure.
• - Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• - Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

우대사항

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