1.To support call center projects by supporting data mining, reporting, execution and vendor facilitation.*
2．To contribute database utilization to meet the data publication project. (CRM / telephony system)
3.To support Customer Support Center manager / director to improve the CSC process-execution.
4.To be a delighter for overall Call Center activities.
KEY DUTIES AND RESPONSIBILITIES (PMP will prepared separately)
1.Leadership for Call center database reporting system:
To demonstrate leadership and management skills over the database reporting.
To present the ideas/plans to CSC director/CSC mamager/MA director, and implement them.
2. Text mining/ Voice recognition project involvement:
To assist the overall projects by using analytic / process oriented approach in both an appropriate pro- and re-active balance.
To provide strategic inputs into the call center projects and reporting.
3. Call center process improvement:
To contribute the CSC process improvement in various ways with other CSC/PIR manager.
Core responsibilities include: (by priority)
1)Process continuity management
3)Business Continuity Plan (BCP) SOP development
4)KPI monitoring/ Reporting
5)Telephone system / Data base maintenance with IT
All above should be reported /consulted to the CSC director on a timely basis.
4. Customer Support Center day-to-day operations:
To work closely with Customer Support Center manager at day-to-day basis.
Based on the industry knowledge / product knowledge progress, some of franchise managements may be assigned.
Please note that a person in this position should be a motivator, i.e. have a positive attitude and be willing to give an encouragement to staff.
5. Marketing activities involvement:
To assist the overall TV campaign program(s) / Clinical Trial Test patient recruitment in both an appropriate pro- and re-active balance.
To provide strategic inputs into the integration of call centers / call center related activities, and execute the plans which are agreed by Medical Affairs for a new customer center’s improvement.
6. Maintain Legal/compliance documents