Key responsibility 1: CRC operation management
- Overseeing and management of external partner for CRC to meet service standards.
- Ensure the quality of service provided by CRC, to client and boutiques.
- Close work with CRC operation manager on operation plans, training and other activities and provide supports
Key responsibility 2 : CRC KPI management
- Global KPI alignment and set-up of local KPIs
- SLA – each channel to meet the SLA (social care, call, email and others)
- PCA Call quality Phone sales Client experience barometer Mystery calling/call monitoring
Key responsibility 3 : CRC Project management
- Management of annual projects planned for CRC
- A Project leader of all projects involving CRC in collaboration with CRC operation manager and leaders.
- Draw a local annual plan and road map and execute : through follow up on project plans and operations, close communication with Central on local CRC’s requests.
Key responsibility 4 : Reports and meeting management
- Reports producing forecasts and analysis on work volumes and plan headcounts
- Management of all CRC related reports – daily, weekly, monthly and annual reports provided by CRC, monitor and review, seek for improvement if necessary.
- Monthly KPI reports and improvement plans
Miscellaneous : Budget management & ad-hoc task management
- Forecast and plan an annual budget on CRC operational costs and others, related to CRC.
- Headcount forecasts and diligent follow up upon forecasts and take prompt actions
경력 및 자격요건
- University degree followed by 5-8 years’ experience in customer service, call center environment, preferably in Retail business. Luxury Jewelry and/or Watchmaking experience is a plus
- 5+ years of management experience with preference to high volume and/or luxury environment and the proven ability to develop and mentor staff.
- Vendor management experience
- Strategic overview
- Fluency in English
- SAP experience preferred
- Spreadsheets in Excel and presentations in Power Point
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
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02-6281-5059
suepark@nterway.com
