해외 콜센터 Manager

채용기업 소개
미국이 본사이고 해외콜센터 전문기업입니다.
미국, 도미니카, 필리핀 등에서 콜센터를 운영하고 있습니다.
 

채용포지션
해외콜센터 매니저
- 미국, 도미니카, 필리핀 등의 콜센터 매니저
- 미국 본사와 긴밀히 co-work
 

Job Description
• Delegating tasks on the project to employees best positioned to complete them
• Identifying and managing potential risks and liabilities of multiple projects
• Performing quality control on the project throughout development to maintain the standards expected
• Responsible for managing relationships, including developing new relationships, managing day to day interactions, and handling or directing escalations.
• Ensure that the relationships are well-developed and maintained to ensure a superior customer experience, timeliness, and a high level of efficiency
• Responsible for managing performance and compliance; must be able to offer solutions to improve performance
• Act as the key point of contact for all engagements in partnership with key business stakeholders
• Must collaborate internally and externally to solve complex operational issues.
• Responsible for escalating issues to the appropriate department or department head.
• Perform status tracking, efficiency analysis, resource allocation, data analysis, change log management, and overall process management support.
• Track, prepare and provide project status reports at varying levels of details to both clients and internal stake holders.
• Collaborate with senior management to define strategic scope with measurable KPIs to achieve performance results
• Provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management, and program management
• Perform other related duties as assigned
 

자격요건
• Excellent verbal and written communications skills with ability to build and maintain effective working relationships.
• Detail oriented with strong follow through and have the ability to organize and prioritize multiple projects
• Provide high touch customer service
• Highly organized with focus on execution, problem solving, and improving processes
• Works well under pressure and easily adapts to changes in priorities
• Exhibit a sense of urgency in managing time and accomplishing tasks
• Disciplined, self-motivated and carries a keen analytical mindset
• Ability to travel as needed to successfully perform position responsibilities
• Ability to maintain confidentiality of information handled
• Ability to be flexible with schedule and work under high pressure in a complex environment
• Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint
• 영어 능통 (필수)