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.