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APAC Region 소속 Call Center 전략 기획 (상무 - 전무)
채용정보
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기업구분외국계(외국 법인기업)고용형태정규직최종학력대학졸업(4년)모집기간채용시까지
모집요강
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모집인원1 명경력15년 이상급여조건Competitive Package
상세요강
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Job Description:
-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
-Manages employee engagement and communications
-Ensures 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
-Confirm consolidation program me for 2013/14
-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 and establish roadmaps for target state across Voice, CTI, Workflow, Image, CRM and Customer output.
Target Industry - Bank, Insruance, Card
-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
-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
커리어수준 : 임원
급여사항 : 면접 후 협의
고용형태 : 경력 정규직
근무환경
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복리후생업계 상위근무지역Seoul or Singapore
접수방법
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접수기간채용시까지접수방법이메일
담당자
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담당자명Terry 대표담당연락처010-5047-9344이메일terry@everintelconsulting.com홈페이지http://everintelconsulting.com
