职位详情
客服经理
1-2万·13薪
聚思鸿信息技术服务(大连)有限公司
佛山
5-10年
大专
06-24
工作地址

景兴环球

职位描述

Job
Description Summary


The Operations Manager I is responsible for coaching and supervising a group of
Team Leaders. This position is also responsible for ensuring Client Service
Level Agreement and financial expectations are achieved.


Job Description


Essential
Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Maximize revenue generation to reach long and short term financial projects (i.e. data
collection for billable/non-billable hours, forecasting, budgeting, etc.)

• Selecting,training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

•Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

• Create and maximize relationships with client partners

• Provide leadership and guidance to direct reports to ensure consistent
administration of company policies and standards; define and implement
any corrective actions needed to meet operational performance

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

•Participate in cross functional meetings to review information received from
operational support functions - Training, HR, Quality, WFM, TA.- and partner to
define action plans that resolve issues and drive continuous improvement

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

• Attend business reviews with the client

• Handle a team of team leaders


Candidate Profile

• Associate's Degree in related field with more than seven years of experience
(with at least two years of Progressive Management Experience) preferred

• Call center experience preferred

•Demonstrated ability to coach and develop action plans, which maximize
performance, and provide effective feedback

•Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

• Work well under pressure and follow through on items to completion while maintaining professional demeanor

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Demonstrated ability to organize and prioritize projects in a fast-paced and
deadline-oriented business environment

•Demonstrated ability to mentor, coach and provide direction to a team of
employees

•Willingness to work a flexible schedule

• Native Cantonese speaker.


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