Advertised on 4-11-09. Application deadline on 3-12-09.
xcellink.pte.ltd is a Leading Recruitment Placement and IT Outsourcing Company. Xcellink provides Manpower and IT professionals and services to various multinationals and local corporations in both Singapore and Malaysia. It is a world of opportunities at Xcellink. We are looking at professionals like you and if you are interested in this position, join us by submitting your resume for this position. Please visit our company website at http://www.xcellinkgroup.com
License No. C670201B
Operations Manager (Ref:TH)
(Bangkok)
Responsibilities:
Accountable for contractual Customer Satisfaction Levels, Service Levels and all other Performance Metrics for an assigned call center business
Manages daily Call Center performance ensuring high levels of Customer Satisfaction
Collaborates with internal customers to proactively develop improvement initiatives
Provides performance feedback while identifying opportunities for growth and learning
Establishes clear roles, direction, responsibilities, and performance requirements for the Call Center Management team
Provides strategic and tactical planning for the Call Center to ensure quality interactions with HP Customers
Performs cost-benefit analysis and identify cost efficiencies and savings opportunities
Requirements:
Minimum Diploma Holder
Minimum 5 years experience in Customer Service, helpdesk environment or related field.
Experience in managers capacity in Call center and helpdesk enviroment is a must.
Proven track record.
ITIL advantageous
In-depth knowledge of call center industry and performance metrics
Collaboration with peers in a multi-site environment
Superior communication (oral, written), presentation, and interpersonal skills
Demonstrated ability to develop and implement process enhancements including technology and performance
Ability to plan, prioritize, organize and communicate/sell effectively
Understanding of Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Center software
Demonstrated success in progressive call center leadership roles including Director level
Experienced in goal-setting (defining and prioritizing specific, driving objectives)
Awareness of Call Center Certifications or International Standards (e.g. ISO, COPC, ICCM, etc.)
