Job description:
The CRM Operation Team Leader, Manager & Senior Manager supervises, motivates and leads a team of CRM professionals to achieve customer satisfaction & performance targets.
Manages client expectations and issue management
Promotes services to key stakeholders as described in SOW
Provides directions and leaderships to CRM delivery teams
Ensures compliant to business control guidelines
Streamlines CRM processes within all teams
Drives and motivates teams to achieve performance targets
Qualification:
Bachelor degree/equivalent with minimum 5-10 years of working experience and at least 3-5 years experience in managing high call volume regional technical support contact center AND/OR regional customer services contact centre
Experience in managing contact center services to countries such as China, Taiwan, Hong Kong, Japan, South Korea or other Asian countries would be a plus
Good communication skill and personality
Good understanding of contact centre regional infrastructure
Deep understanding of contact centre performance measurement / service levels and proven ability to drive performance compliant
