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    Contact Center & Experience Sr. Manager, BA APAC & MEA

    Full-Time
    , Thailand
    Posted: July 29, 2024
    Position Details

    What you’ll do:


    • Define and develop regional contact center strategy, standard & operating procedures, governance, operating model, blueprint & execution framework to achieve organizational goals. Accountable for driving the effective implementation in the CA EM region.
    • Drive transformation to ensure operation efficiency in the contact center, determine the best optimal operating model by market/region, effectively manage strategic vendor performance & relationship, adoption of digital capabilities & technology tools.
    • Accountable for experience deliverables in post purchase & increase the consumer satisfaction YoY. Establish, calibrate, monitor & improve the relevant KPI such as Call Answered Rate, Net Promoter Score, Call Handling Time, Consumer Effort Score & etc.
    • Accelerate the direct sales capabilities in contact center to support the growth of aftermarket & D2C business.
    • Support the development plan & training scope particularly from operation & soft skill perspective.
    • Establishing mid/long term strategical plan and annual budget for contact center operation & transformational cost.
    • In collaboration with all markets within the CA EM to deploy the targeted strategies & initiatives in contact center management & consumer experience enhancement. Act as functional leader for contact center team in entire region.
    • Participation in cross regions contact center forum & working with cross functions within the organization to achieve the peace of mind functional objective, as well as identify the potential opportunities for near future.


    Who you are:


    • Degree in Business, Engineering or equivalent.
    • Strong 5-10 years of experience in contact center management, aftersales & customer service.
    • Fluent English.
    • Posses strong business process and operations analytics skills.
    • Solid experience in setting business strategy and project management.
    • Solid stakeholder management and negotiation skill.
    • Good financial acumen & commercial sense.
    • Proven success leading transformation initiatives.
    • Team management experience (include manage virtual team remotely). Strong leadership and able to coach on team development.
    • Passionate about new technology knowledge and application.
    • Cross cultural competence & adaptable to all contexts in the CA EM region.
    • A self-starter - You can work autonomously but will never be on your own, working proactively to identify the opportunities and implement the plan.
    • Judgement and decision making - Exercises good judgement in making decisions, considering all the available sources of information and alternatives. Expresses clear and rational reasons for taking a decision.



    Skills
    Stakeholder Management
    Aftersales
    Negotiation skills
    Customer Service

    Functions
    Customer Service

    Job Overview

    Job Type:

    Full-Time


    Company

    Electrolux Group logo

    Electrolux Group

    99 active jobs

    Industry:

    Other

    Ready to Apply?

    Submit your application now and take the next step in your career journey.

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