| Head of CS (Call Centr) - 외국계 |
[담당업무] JOB DUTIES & RESPONSIBILITIES
Identify 3-5 key areas of accountability and outputs of the position in order of importance.
O Client Service Center business operation
- CS center management: service level and process improvement
- Client service planning in align with Central projects, KPI, budget and digital CRM.
- Set key strategies and initiatives to provide excellent client service
- CS Sales enhancement by customer tiers and product categories
- Manage sales turnover, quality and productivity on daily / weekly / monthly / yearly basis
- Develop monthly promotions and right incentive plans to motivate client advisors
O Project management
- Overall company related, enhancement on CS system
- Client service projects implementation (Clienteling Solution, Digital Client Personal Advisor Program, Live Streaming Service, etc.)
- Design and shape the next CS organization for digital client development
O People management
- Drive CS managerial meetings and training (ex. Daily morning briefing, product trainings, Call Quality coaching…)
- CS Team manager’s performance monitoring, Onsite coaching and mentoring people to develop competency and skills
- Improve CS advisor’s service to next level and manage complaints handling
- HC management: Budget HC, rostering based on seasonal or product launching and hiring right staffs, training
O Relationship management with other parties
- Collaboration with cross functional teams: Logistics/IS&T/Human resources/ Store manager at monthly touch base for each
- Collaboration with central team in order to input local needs: bimonthly Digital Conference Call, Quarterly Business review with Central, workshop, seminar
O Reporting
- Weekly/Monthly report on sales, call KPIs, and other related topics
- Sales forecast to Retail Operations, Accounting, and Warehouse in line with e-com
[근무부서 및 직급/직책]
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[자격요건] 경력사항: 경력(10년 이상 )
학력사항: 대학교(4년)졸업
기타: - University graduate with Bachelor’s degree minimum
- Minimum 10 years of experience in management position of retail business or Luxury business or in Call Center
- CS Project management skills
- Language: Business fluency in both Korean and English
- Solid leadership with mature and people focused mindset
- Client oriented mindset with commerciality
- Good communication and negotiation skill
- Full knowledge of retail or luxury business
- Computer literacy in business systems and ability to learn new system quickly
- Good knowledge of PC (Excel/Access/PowerPoint)
- Ability to prioritize and work under pressure to meet deadlines
[우대사항] 외국어: 영어 회화능통,독해능통,작문능통
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