[외국계] APAC 콜센터
총괄 Manager
[회사정보]
[채용조건]
[업무내용]
-Manage the regional contact centers (Claims, Consumer (sales
and service) across APAC
-Deliver day to day services to required KPI’s ,
SLA’s to budget , regulatory and compliance and quality metrics
-Manage the relationship with internal customers to
ensure service excellence at affordable / benchmarked performance.
-Manage, reviews and improves service excellence
through improvement programmes, automation, self-serve and LEAN.
-Manage the regional P&L, operating budget for
all contact centre activity (in sourced and externally sourced)
-Manage 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
-Manage employee engagement and communications
-Ensure employees are competent, proficient and
deliver quality of service at all times
-Manage “supply and demand” effectively across the
Region utilizing overflow / effective staff rostering as appropriate
-Manage day to day service delivery across in-house
and outsourced contact centers
-Provide thought leadership to support uplift in
capability, new site design, client engagement and commercial management of
external service delivery partners
-Identify consolidation opportunities
-Establish and communicate Contact centre strategy,
governance framework and KPIs
-Assure scope, and approach to all projects (new
builds, new service, new channels) within LAR
-Uplift and optimize Tier 3 leadership structure
-Take ownership and plan remediation of audit,
issues and controls across Contact Centre estate (review SAQ completion and status)
-Provide input to selection and deployment of
technical architecture footprint
-Contact centre operational management (sales and service) and
Commercial management
[자격요건]
-Real-time
thinker
-Large
scale people management
-Operational
improvement
-Extensive
analytical background
-Strong
process redesigns 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
-Strong
communication skills – must be able to effectively communicate with global
executives, senior leadership, peers, and staff
-Can
lead globally located, large scale teams of people through significant
operational and personal change
[채용전형]
[제출서류]
[지원방법]
이메일(sypark@r-star.co.kr)제출
이메일 제목: 성함_생년_성별_포지션명 (예: 이름_79년생_여_회계)을 꼭 지켜주시기
바랍니다.
면접은 서류전형 합격자에 한해 개별통보 합니다.
[담당자]
박시연 헤드헌터 ㈜더라이징스타
직통전화: 02-518-4586
