Call Center Operation - Senior Specialist

Samsung Electronics has grown into one of the world’s leading technology companies, recognized as one of the top 5 global brands. As a global leader in technology, we are transforming the world with the creativity and diversity of our talented people who drive this transformation.

Our company's success reflects the determination and talent of our people, aligned with our key corporate values: People, Excellence, Change, Integrity, and Co-prosperity. Our mission is to help people achieve the impossible.

We are inspired by what people want to accomplish in their lives and work to create products that empower them in new ways. This drive fuels our innovation.

Join us at Samsung and find your opportunity to do what you can't.

Key Responsibilities:

Team Management:

• Oversee and manage a team of 90+ agents across multiple channels (voice, non-voice, and digital channels, TeleSales)

• Conduct regular training sessions to improve agent performance

• Monitor and evaluate employee performance and provide feedback

Customer Service Oversight:

• Ensure high-quality customer service by setting standards and monitoring interactions across inbound and outbound channels

• Handle escalated customer complaints and ensure timely resolution

Operational Efficiency:

• Develop and implement call center processes and procedures for voice, non-voice, and digital channels

• Optimize call routing, response times, and overall operational efficiency for both inbound and outbound operations

Reporting and Analysis:

• Analyze call center metrics (e.g., call volume, resolution time, customer satisfaction) across all channels

• Prepare reports for senior management on performance and areas for improvement

Technology Management:

• Oversee the use of call center software, CRM systems, and other tools for voice, non-voice, and digital channels

• Ensure the team is trained on new technologies and software updates

Budget Management:

• Manage the call center budget, including staffing, training, and operational costs for all channels

BPO Invoicing:

• Oversee the invoicing process for services provided to BPO partners

• Ensure accurate billing based on agreed-upon service level agreements (SLAs)

• Collaborate with finance teams to resolve discrepancies in invoices

• Monitor BPO performance metrics and ensure alignment with contractual obligations

Required Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field

• 3-5 years of experience in customer service or call center operations

Preferred Qualifications:

• Proven experience in managing a large team of 90+ agents

• Strong knowledge of call center software, CRM systems, and invoicing processes

• Experience in handling BPO partnerships and managing SLAs

• Excellent leadership, communication, and problem-solving skills

• Experience in performance metrics analysis and reporting

Soft Skills:

• Strong interpersonal skills to manage and motivate a team

• Ability to handle high-pressure situations calmly and effectively

• Excellent organizational and multitasking abilities