Customer Experience Manager

Job Description

• Leading the call center operations, Monitoring KPI’s and Quality metrics
• Supporting daily activities, such as information sharing to Vendors, regular reporting, alerts etc.
• Guiding Vendors to be aligned with the Samsung Quality Culture
• Supporting system implementation tasks and task tracking
• Collecting and analyzing Call Center data and detect areas of improvements
• Budget management and follow-up of the Call Center
• Checking the Performance Evaluations based on target criteria (Forwarding, call waiting time, repeated calls etc.)
• Sharing the reports on the performance and target success of the Call Center with the senior management
• To make suggestions for improvement of end-to-end service quality
• Developing the relations between the Call Center and the operation teams, creating a harmonious and efficient working environment
• Ensuring Customer Satisfaction

Requirements

• Bachelor's degree is a must
• At least 8 years of experience in call center management, consumer electronics sector is a plus
• Call center technologies and CRM/Voice infrastructure system implementation is a plus
• Experience in call center quality improvement operations is a plus
• Experienced in team management, performance monitoring, process development/improvement
• Able to analyze data and have high reporting & presentation skills
• Adopting customer and solution-oriented working as a principle
• Fluency in English is a must