オペレーション企画

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Requirements:

• Experience in establishing or managing CS centers with budget and KPI oversight.
• Experience in operational improvement and solution implementation within CS departments.
• Experience in data analysis and VOC analysis in CS or planning roles.
• Experience in project management or leadership in planning departments.
• Preferred experience with VOC analysis and demand forecasting.

Responsibilities:

• Develop medium to long-term plans for the contact center.
• Manage budgets and KPIs for revenue improvement.
• Design and enhance contact center operations.
• Analyze accumulated communication data to prevent inquiries.
• Consider AI applications for operational efficiency.
• Plan and execute offline communication initiatives.