Call Center Manager

Job DescriptionLeading the call center operations, Monitoring KPI’s and Quality metricsSupporting daily activities, such as information sharing to Vendors, regular reporting, alerts etc.Guiding Vendors to be aligned with the Samsung Quality CultureSupporting system implementation tasks and task trackingCollecting and analyzing Call Center data and detect areas of improvementsBudget management and follow-up of the Call CenterChecking 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 managementTo make suggestions for improvement of end-to-end service qualityDeveloping the relations between the Call Center and the operation teams, creating a harmonious and efficient working environmentEnsuring Customer SatisfactionCore CompetenciesBachelor's degree is a mustAt least 8 years of experience in call center management, consumer electronics sector is a plusCall center technologies and CRM/Voice infrastructure system implementation is a plusExperience in call center quality improvement operations is a plusExperienced in team management, performance monitoring, process development/improvementAble to analyze data and have high reporting & presentation skillsAdopting customer and solution-oriented working as a principleFluency in English is a must