Job Title : Enterprise Manager (이사급) Company : 외국계 IT 기업 Location : 서울 Date : 채용시 POSITION SUMMARY: Be involved in developing, modifying and executing call center strategy. Responsible for overseeing the technical support call center to deliver post- sales technical support (for notebooks and desktops) to customers, and ensure the best service quality while improving the operation efficiency to drive down the cost. Be a caring manager. PRINCIPLE DUTIES AND RESPONSIBILITIES: * Lead groups of engineers to provide call center technical support for notebook and desktop products * Manage the call center key performance such as service level and customer satisfaction, ensure a quality support environment and to obtain maximum customer based satisfaction * Analyze and identify performance gaps, and drive improvement initiatives * Drive down cost by improving productivity, strengthening process, and enhancing team competencies * Perform call monitoring and audits, and ensure closed loop corrective actions are in being executed. Ensure goals and performance plans are set up to support the improvement plans. * Responsible for the overall development, motivation, and discipline of the teams. * Set up and maintain smooth & effective communication channel with related functions to better support business needs. REQUIREMENTS: * Bachelor's degree or equivalent with a minimum 8>－10 years>’ experience in customer service or related quality management experience. * Concrete experience in delivering strategic solutions for a large call center and after sale support and service. * Strong operational and management background with proven ability to lead an organization in customer service and support, by providing clear direction and objectives to teams, as well as inspiring them to take on new challenges and exceed expectations. * Analytical and experienced in leveraging data and metrics to manage operation * Excellent communication, presentation and negotiation skills are essential * Excellent customer service orientation * Ability to prioritize and take on multiple tasks * Proficiency in English