Key Responsibilities
· Continuously redefine customer needs and seek for unidentified key customer satisfaction factors by keeping constant and first hand touch with key persons of various customer groups, and by being able to actively think for the customer.
· Plan, prioritize and communicate quality improvement projects based on center's needs and global quality assurance and continuous improvement program
· Work with center functions to analyze, redesign, and implement process to ensure services are continuously going to the next level, in this process utilizing formal quality improvement methodology where needed
· Ensure that improvements are followed up properly and become standard operation procedure.
· Ensure various customer facing channels are closely monitored and supervised
· Help to manage the virtual call centre and improve the service quality, ensure that virtual call centre is properly managed quality wise by developing standards, training etc, and liaise with the global CRM management team to implement virtual call centre management improvement projects
· Produce regular and ad hoc service performance reports and scorecards for external and internal usage, and run reports for quality assurance purpose
· Responsible for survey management. Run and improve the current survey tools, and develop integrated survey mechanism for center as a whole
Knowledge and Skill Requirements:
· Knowledge of quality improvement theories, continuous improvement and general program management
· Excellent analytical skills
· Good leadership skills including ability to motivate and create commitment
· Excellent communication skills, presentation and negotiation/influencing skills
· Project Management skills
· High customer service orientation, and good analyzing and problem solving abilities
· Ability to manage multiple stakeholders and internal clients,
· Familiar with shared service center theories / technologies, customer tracking systems and reporting systems
· Proficient both in spoken and written English OR Japanese
· Proficient in office application software (MS Office including Excel, Work, PPT, Access, MS project and Visio)
· Energetic and proactive attitude and demonstrated ability to set and meet objectives
· Technical background, reporting skills, and data analyzing capability are preferred
· Quality assurance and improvement certification a plus
· Knowledge of performance analysis, process mapping and process improvement tools and techniques a plus
· Siebel or CRM software knowledge a definite plus |