THE PURPOSE OF THIS JOB
As Call Centers Operations Manager, the position is responsible for improving overall operations and achieving business goals. They will enhance business potential of Call Centers and demonstrate the call center's contribution to the business.
In addition to center management with KPI management, the position requires to improve/optimize existing business processes and develop work processes of Call Centers for new business models. And the position is also responsible for risk management detected in daily operation to protect the company.
This position is expected to establish high quality Call Centers and provide customers with quality service equivalent to IQOS brand value through daily center operations.
ACCOUNTABILITY
- Deliver excellent operational performance and customer satisfaction result (i/g NPS, C-SAT, etc)
This position requires monitoring all relevant KPIs and always understanding all recent activities and operation of Call center in a timely manner.
Develop clear and practical operational plans and goals for the partner company and own team with KPI management and lead to execute them.
Understand the role of internal functions and work/communicate closely with them and lead critical projects to achieve the goals.
Communicate well with Global members for better collaboration and alignment.
- Establish effective and efficient work processes of Call Centers which maximizes business opportunities.
The position requires having deep understanding of product knowledge, call centers KPIs, work processes and IT systems and continuously seek the opportunities to improve centers' performance and quality by analyzing various data and daily operations and optimizing the current processes. Also Lead to develop a new work process which meets business needs and new business models. Lead and drive various improvement projects with right decision-making sense of cost performance and team management.
- Issues and critical/risk cases management
Report critical and unexpected issues/cases on products, services, and IT systems found in daily center operations to the appropriate functions in a timely manner while resolving the issues appropriately, and lead partner company and center operations to provide ongoing customer support.
For individual risk cases, to prevent getting the situation worse and protect the company, properly understand facts and situation, and quickly make and execute communication strategy to close them having alignment with appropriate functions.
- People Management
Consider strategic team structure and appropriate role & responsibility to achieve business goal. Support Direct Reports to accomplish projects and deliver result.
Understands Direct Reports' needs and desire on carrier through periodical communication and work out development plan of each member and make strategic job assignment.
Establish a motivating organization to maintain a high level of perform
- Partner Company (Vender) Management
Maintain good relationship with partner company and members through daily operation. Make strategic and constructive communication so that they execute well and deliver better performance. Understand how the partner company are doing and motivate them at various situations.
REQUIREMENTS
- Bachelor's degree
- B to C Call Centers Experience (Supervisor above) : 5+years (*in-house center experience is appreciated)
- Consumer Communication experience: 1+yrs
- People Management: 3+yrs
- Project Management experience (eg. System replacement, vender change, etc)
- Passionate about improving customer care and enhancing consumer experience with consumer focus.
- Strength in working on self-managed projects in conjunction with other departments
- Strong problem-solving skills and logical thinking
- English communication skill – Business level
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