Responsibilities：
◆ JOB SPECIFIC RESPONSIBILITIES
Customer Support; Workforce Management; Quality Assurance & Support; Customer experience management
◆ VENDOR RESPONSIBILITIES
Manages/ Supervises Work of Vendors
◆ FORWARD PLANNING RESPONSIBILITY
Plans and organizes own work on mid-term basis (up to annually)
◆ PROCESS RESPONSIBILITY
Develops and continuous improvement of operation processes and procedures
◆ INTERNAL CONTACTS
Regular interaction with First Line Management
Regular interaction with Senior Management and cross functional management
Continual interaction with Directors
Interaction with Officers (VP and above)
◆ EXTERNAL CONTACTS
Occasional interaction with External Customers
Occasional interaction with Works' Councils, Unions and Official Employees Groups