• Escalation Management – The role will be a primary contact in ‘escalation issues’ and will be responsible for timely resolution (within agreed parameters), where external consultation is required they will be required to initiate and follow up until satisfactory consumers issues are closed
• Handle the issues or escalations to government bodies or media to minimize the risks; Take the lead to directly communicate with and settle down with officials, media, customers, if needed
• Manage contact center teams to deliver an exceptional customer experience and deliver against their personal and business objectives.
• Deliver ongoing performance improvement through effective weekly/monthly meetings and coaching, in line with established Brand models and Customer Service best practice.
• Manage the escalations from contact center and will be responsible for timely resolution
• Manage underperformance within the ‘What and How’ to successful and positive outcomes for both contact center agents.
• Actively engage with and ensure compliance with HR policies and approach for 3rd party.
• Build and maintain a team environment centred on Customer Service agents empowerment, decision making and ownership.
• Support the operational management and delivery of all Contact Centre objectives and deliverables
• Actively seek and recommend opportunities for efficiency, performance or customer experience improvements across the Contact Centre.
• Pro-actively share best practice and collaborate with peers and colleagues to ensure the ongoing development of the Contact Centre.
• Support the ongoing development and evolution of the Contact Centre as a multi-channel, sales and service center.
• Manage the Contact Centre budget responsibilities for the consolidated CS activities
• Drive 3rd party to achieve NPS and other KPI targets
경력 및 자격요건
• Minimum 8 – 10 years’ management experience in a Customer Service Contact Centre, with Management experience
• Experienced in management of 3rd party providers for customer service delivery a plus
• Good systems/process knowledge with an emphasis on business process improvement and reengineering
• Excellent track record in developing relevant product knowledge
• Experience in building working relationships across multiple functions
• Extensive experience in consumer focused businesses
• Degree qualification or above
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
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02-6281-5059
suepark@nterway.com
