Key Responsibilities

1. Team Leadership & Performance Management

• Lead and manage a remote team to achieve KPIs, including quality, productivity, customer satisfaction, and compliance.
• Monitor performance metrics and provide ongoing coaching, feedback, and performance evaluations.
• Conduct regular team meetings, one-on-one sessions, and performance reviews with clear action plans.
• Identify performance gaps and implement targeted improvement initiatives.
• Ensure adherence to processes, policies, and service standards.

2. Communication & Team Engagement

• Maintain consistent and effective communication using digital collaboration tools (e.g., Teams, Zoom).
• Foster a positive and inclusive remote team culture that promotes collaboration and engagement.
• Drive engagement initiatives, including recognition programs and regular check-ins.
• Act as the primary escalation point for customer issues and provide guidance to team members.

3. Operational Management

• Oversee team scheduling and real-time performance management.
• Collaborate with workforce planning to ensure optimal staffing and coverage.
• Provide regular reporting on team performance, operational challenges, and customer insights.
• Support process improvements and operational efficiency initiatives.

4. Coaching & Development

• Deliver structured coaching sessions focused on skill development and performance improvement.
• Identify training needs and collaborate with Training and Quality teams to implement solutions.
• Promote a growth mindset and support continuous learning and career development within the team.

5. Problem Solving & Decision Making

• Analyse performance trends and customer interactions to drive data-informed decisions.
• Resolve complex customer and operational issues in a timely and professional manner.
• Exercise sound judgment and escalate issues when necessary.

Requirements

Experience & Qualifications

• Proven experience in a supervisory or leadership role within a customer service or contact centre environment.
• Experience managing remote or hybrid teams is highly preferred.
• Strong understanding of call centre operations, KPIs, and quality standards.
• Proficiency with customer service platforms, CRM systems, and collaboration tools.

Skills & Competencies

Leadership & People Management

• Ability to lead, motivate, and develop team members in a virtual environment.
• Strong coaching, performance management, and conflict resolution skills.

Communication

• Excellent verbal and written communication skills in English.
• Ability to communicate clearly, confidently, and empathetically across remote channels.
• Korean language proficiency (business level; N2+ preferred).

Remote Working Capability

• High digital literacy and ability to manage distributed teams effectively.
• Strong organisational and time management skills.
• Self-motivated with the ability to work independently.

Customer Focus

• Strong commitment to delivering exceptional customer experiences.
• Solid understanding of customer service best practices and quality standards.

Analytical & Problem Solving

• Ability to interpret data and translate insights into actionable improvements.
• Strong decision-making skills and adaptability in a fast-paced environment.

Personal Attributes

• Approachable, empathetic, and supportive leadership style.
• Resilient, proactive, and solution-oriented.
• Positive attitude with the ability to perform under pressure.
• Strong team player with the ability to work independently.