Key Responsibilities:

Oversee all aspects of the customer service center's operations, including staffing, resource allocation, and workflow management.
Develop and implement operational policies, procedures, and performance standards to ensure high-quality service delivery.
Monitor key performance indicators (KPIs) and metrics to track operational efficiency and identify areas for improvement.
Collaborate with cross-functional teams to address operational challenges and drive process improvements.
Maintain a focus on customer satisfaction and work to resolve escalated issues in a timely and effective manner.

Develop and administer training programs for new hires and existing staff to ensure they have the necessary skills and knowledge to excel in their roles.
Create training materials, manuals, and resources to support ongoing learning and development initiatives.
Coordinate training schedules and logistics, including classroom sessions, online modules, and hands-on workshops.
Stay up-to-date on industry trends, best practices, and new technologies to enhance training content and methodologies.

Requirements:

Bachelor's degree in business administration, management, or a related field.
Proven experience in operations management, preferably in a customer service or technical support environment.
Strong leadership and team management skills with the ability to motivate and inspire others.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
Experience designing and delivering training programs, with a focus on adult learning principles and instructional design methodologies.
Proficiency in using computer software and systems for data entry, scheduling, and communication.
Problem-solving abilities and a proactive attitude towards addressing customer needs.
Knowledge of Samsung products and technical terminology is a plus.
Knowledge of Microsoft suite (Excel, Word, Outlook)

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