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Customer Service Call Center Operations Manager -세계 최대의 숙박 공유 서비스회사

등록일 2018-02-14 마감

Customer Service Call Center Operations Manager

 

Position: Call Center Operations Manager
 Location: Bucheon, Kyoung-gi State Toona
 
 

 

Job Description

 
  • Direct and manage all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.

  • Develop and implement process and/or operational improvements to enhance efficiency and effectiveness of operations

  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

  • Maintain and improve 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.

  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

  • Create call forecast, recommend staffing levels and creating optimal schedules for the organization.

    .

    Requirement

 
  • 7+ years experience working in call center environments.(Travel industry is preferred)

 
  • 5+ years experience in call center operations.

  • A team-first mindset.

  • Proven performance in a flat organizational structure.

  • Experience in a high-growth organization.

  • Transformer style adaptability; you embrace change like your childhood best friend.

  • A strong drive to succeed and five-star work ethic.

  • An aptitude for learning and teaching new technologies.

  • The capacity to maintain a relatively consistent level of positivity, day to day.

  • A love of metrics and a desire to drive progress and success in a quantitative environment

  • The ability to fail quickly; to learn from mistakes and pivot in a new direction.

  • A heightened degree of self-awareness; you take feedback well.

  • An operational mindset, with the ability to predict and prepare for potential changes.

     

    Bonus Points

 
  • Experience launching and ramping an inbound contact center highly desired.

  • Must be available for periodic travel to overseas

  • Language ability

 
  1. Native korea and fluent English speaker

  2. fluent Mandarin and English speaker

  3. fluent Japanese and English speaker

 
  • Must be authorized to work in Republic of Korea

  • Hotel & Tourism industry experience preferred

 




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