Responsibility

1. Assist Ops manager to make the FCT of biz plan/volume/cost/facility, and do the monthly analysis and corrective action to improve the FCT accuracy

2. Work as Customer Contact Center PIC of PIM/compliance management/operation security

3. Customer Contact Center key biz report making ( KPI, cost, monthly/quarterly/annual review , and etc )

4. EDMA preparation/submission, annual contract renewal related admin. affairs

5. Customer Contact Center complaint handling team management, and escalated case handling

6. Coordination and collaboration with company internal parties and the vendor to facilitate Div.'s routine operation

7. Assist ops team as per ops manager’s assignment

8. CSCD overall admin. & facility management

1. 协助项目经理完成业务量、成本预测，协助推进业务规划和项目资产管理。完成月度数据分析并持续改善准确率和精确性

2. 对呼叫中心合规管理及运营信息安全负责，并承担相关工作及责任

3.呼叫中心关键项目报告制作与信息汇总（KPI, cost, monthly/quarterly/annual review , and etc )

4. 负责费用相关的单据汇总、审核与提交，以及一年一度的供应商合同相关的管理工作

5. 呼叫中心投诉团队的管理和升级Case及时处理

6. 与公司内部的部门配合与沟通，并督促供应商日常的运营工作

7.根据运营经理的要求来协助运营团队进行供应商管理

8. 客户互动中心整体的行政及资产设备管理

Requirement

1. University degree or above

2. Good command of English or Japanese

3. Good at MS office, especially excel and powerpoint

4. At least 8 years management experience in customer serivce field with solid evidence , COPC certified coordinator is preferred

5. At least 4 years department management experience, inlcuding cost/process/people/facility management working experience with solid evidence

6. Good communication/coordination/presentation skill, strong execution force with higher efficiency, strong team work spirit with leadership skill

7. Knowledge of consumer electronic product is preferred

1.大学本科及以上学历

2.良好的英语或日语能力

3.熟练使用MS Office办公软件(特别是Excel和Powerpoint软件）

4.拥有8年及以上客户服务领域的管理经验，获得COPC认证人员有限考虑

5.拥有4年及以上的团队管理经验，涉及成本/流程/人员/资产设施管理等工作内容

6.良好的沟通，协调以及演讲能力。具备高效的执行力，较强的团队合作精神以及领导能力