- Regional 콜센터 총괄 관리
- 각지역 콜센타 수익 비용 분석 결과 Head 보고
- 콜센터 직원 관리
-Manage the regional contact centers (Claims, Consumer (sales and service) across APAC
-Delivers day to day services to required KPI’s , SLA’s to budget , regulatory and compliance and quality metrics
-Manages the relationship with internal customers to ensure service excellence at affordable / benchmarked performance.
-Manages, reviews and improves service excellence through improvement programmes, automation, self-serve and LEAN.
-Manages the regional P&L, operating budget for all contact centre activity (in sourced and externally sourced)
-Manages externally deliver service through OSPs as appropriate
-Benchmark service against external market and uplift internal capability to differentiate
-Define and implement consistent technical architecture to optimize work scheduling, infrastructure utilization and deliver ‘around the sun ‘services
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경력 및 자격요건
- 영어구사능력 상급자이면서보험사 또는 은행쪽 콜센터 총괄 운영 경력 10년 이상
- 해외출장 25%~30% 소화할 수 있는 자
- 소속: 해외 regional office
- 근무지:서울 광화문 한국지사
-Contact centre operational management
-Commercial management
-Real-time thinker
-Large scale people management
-Operational improvement
-Extensive analytical background
-Strong process redesign focus, and ability to apply out-of-the-box solutions
-Ability to design, create, and implement solutions
-Proven leader of people, through significant business transformation
-Superior large scale Customer Service delivery across multiple sites
-Strong, independent leadership skills to manage and drive solutions; must be able to deliver results
-Demonstrated people leadership
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
돌아가기
02-6281-5064
ksbaik@nterway.com
