Contact Centre Manager

Position Summary

Turn your dreams into reality, create the unthinkable and #ReImagineYourFuture. Samsung is one of the most successful and fastest growing technology companies in the world. We approach everything we do with the spirit of a ‘joyful pioneer’- daring to defy barriers and striving to excel limits. At the heart of our DNA is the pursuit of excellence and bringing innovation to everyone, faster than anyone.

We are an extremely dynamic business, launching an incredible number and range of new products every year. We also firmly believe that our product ecosystem and portfolio of innovation set our brand apart.

It is the creativity and diversity of the people who work at Samsung that has made us one of the world’s most innovative companies and our people continue to drive our innovation forward. We have a passion for what we do and we employ like-minded people who want to continue to foster an open and collaborative environment in our business and with our partners.

The Opportunity

We are currently seeking an exceptional individual to join Samsung as a Contact Centre Manager. This role offers a unique opportunity to lead our customer service transformation and make a significant impact on the overall customer experience.

As the Contact Centre Manager, you will play a pivotal role in driving the strategic direction and operational efficiency of our contact centre operations. Your leadership and expertise will be instrumental in shaping and enhancing our customer service initiatives.

Leading a team of professionals, you will ensure the delivery of exceptional customer support and strive for the highest level of customer satisfaction. Through your strategic insights and innovative thinking, you will drive continuous improvement to exceed customer expectations.

Role and Responsibilities
- Manage the daily operations of the Inbound Contact Centre in collaboration with the outsourced provider to deliver exceptional customer experience.
- Collaborate with senior leadership to implement innovative ideas contributing to successful business outcomes.
- Proactively identify and mitigate critical risk issues to ensure a seamless operation.
- Conduct Quality Calibration sessions with outsourced providers to maintain high-quality service.
- Develop an in-depth understanding of key performance indicators (KPIs) and design performance improvement programs to achieve best-in-industry standards.
- Manage reporting tools and outputs to optimise their functionality and deliver insights on the Contact Centre's performance.
- Take ownership of the socialisation of the Contact Centre within Samsung to enhance brand image and recognition.
- Manage the behavioural and technical Quality Assurance process with Subject Matter Experts (SME) to ensure continuous improvement.
- Strike a balance between cost drivers and Customer experience while managing Contact Centre performance.
- Design and identify processes for re-engineering to provide streamlined customer-centric solutions.
- Collaborate with technical and product teams to facilitate access to knowledge and ensure effective communication across the organisation.

Skills and Qualifications
- Has a wide range of experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways
- Works on complex issues where analyzing situations or data requires an in-depth evaluation of variables. Exercises judgement in selecting methods, techniques and evaluation criteria to obtain results. Determines methods and procedures on new assignments and coordinates other's tasks
- May manage a group such as coordinating activities regarding costs, methods and staffing
- Typically requires at least 8 years of related experience and a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years