Key Responsibilities:

• Manage customer response rate and VOC (Voice of Customer) related emergency handling.
• Provide immediate solutions and execute improvement measures for operational issues.
• Oversee escalation processes (customer complaints resolution) and optimize workflow.
• Establish and ensure the stable operation of new contact centers (including external centers).
• Manage KPI goals and track performance achievements.
• Analyze VOC data to improve services, products, and policies.
• Collaborate closely with relevant departments to enhance operational efficiency and resolve issues.

Required Qualifications:

• 6+ years of experience in contact center operations and emergency response management.
• Proven expertise in CS operations optimization and urgent issue resolution.
• Strong ability to analyze VOC and data-driven problem-solving.
• Capable of structuring complex problems and leading solution development.
• Quick and agile decision-making in a fast-paced startup environment. Excellent problem-solving skills and strategic, data-driven mindset.
• Ability to process unstructured and fragmented data to generate insights.
• Outstanding communication and leadership skills.