Purpose of the Position:
This position manages entire customer care day to day operations (15K daily consumer interactions, 7K logistics operations) by managing customer care operation centers including call centers (3 locations), Logistics centers (10 hubs), and inspection center (1) by managing multiple partners. Total operating cost for FY 2018 is around 75 MIO USD. This position needs to improve both customer satisfaction and cost efficient by enhance relationship with external partner and best practice implementation from the other PMI markets. This position also look for alternative ways of operation including looking for new partners of our operation by strategically align with OC customer care team.
- Vender Management: Be point of contact of communication of vender's management (total of 700 3rd party people in total of logistics and contact center), and promote our business as higher priority to gain better support as corporate. Negotiate with venders to make sure they can deliver service as we would like beyond KPIs on contact. Look for alternative service including outside of current vender relationship to enhance our customer care operation.
- CSC management: Support CSC manager to build strong internal team who can drive day to day performance. Enhance CSC call center operations by negotiating strategic initiatives implementation.
- B2C logistics: Optimize logistics operation (warranty and EC) to enhance service level and cost optimization by looking for alternative ways of operations. Improve face to face operation touch point by both system support as well as defining channel strategy.
- CRCC operation: Support CRCC operation improvement. Solve potential critical issue by being gate keeper and coordinate relevant stakeholder both PMJ and PMI.
- Internal relationship: Be first one to be contact for potential big initiatives which may impact for our consumer operation. This position needs to decide direction of supporting execution.
- Case handing: Be the final gate person to any sensitive cases of escalations, and work closely with senior management team in PMJ.
- University degree
- B2C operation management (contact center and/or logistic operation) 5+ years in management role
- Operation management experience with new technology for contact center/ vender management