Operation Manager
Salary undisclosed
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• To ensure desired customer delight by providing satisfactory response to customer interaction in Korean market. • To achieve desired contact centre business plan results for revenue & costs. • Manage Customer Interactions through Inbound voice contact through his/her team for the various services. • Identify steps in work processes and improvement opportunities. • Test improvement opportunities. • Fully implement improvements with best results. • Constantly monitor & review performance metrics for achievement of objective. • To track & ensure closure of complaints. • To effectively manage Contact Centre operations for constant performance achievements. • Identify relevant training needs of agents and Team Leaders & ensure effective implementation. • Effectively manage shift operations. • Prepare work/manpower schedules & prepare contingency plans. • Interface with IT/HR/ Training/Quality with collate data & generate MIS report. • Recruit, train & retain team in conjunction with HR for optimum performance. • Mentor and develop the team and conduct coaching in professional Korean language. • To support Korean clients and stakeholders.
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