LEE&PARTNER

	2018-02-14

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.

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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