安顺招聘

职位描述：
Job Responsibilities

-Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support.
-Complete end to end responsibility of account delivery
-Responsible for delivering against client SOWs and SLAs
-Operations leadership for establishing processes, metrics identifications and reporting
-Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account
-Deliver to the Continuous Improvement Objectives for the account
-Understanding and deploying appropriate CONCENTRIX tools and assets
-Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction
-Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
-Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery
-Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training
-Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met
-Responsible for working with the cross functional teams to ensure successful delivery of the account managed
-Ensure 100% compliance of all controls by the delivery team
-Produce timely and effective client reports and CONCENTRIX internal management reports to present the performance of the account
-Ensure delivery of the account per the contract and DOU signed with the customer
-Build and develop effective working relationship with the account PEs
-Constantly look for and create opportunities of growth of the account

Job Requirements (skills/experiences)

7+ years working experience, experience with outsourcing business will be a plus.
-Experience in managing a large account, with 100+ people, Excellent management skills
-Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports
-Strong English skills
-Client relationship management , Problem determination and be able to make crisp action plans
-People Management - Facilitate a healthy and a motivating environment
- Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc
-Understanding and Focus on Business Controls / Process adherence and Compliance
-Be able to establish strong working relationship with internal CONCENTRIX and functional teams.
-Some experience with transition and project management concepts / methodology is preferred.

Qualifications (Education/Major/Certificates)
-Six Sigma Green Belt, PMP

Additional information
Preferred:
- Experience within the contact centre industry OR
-Sales Management Experience with IT industry


保密承诺：聚思鸿对收集的应聘人员个人信息资料，严格遵守聚思鸿个人信息保护管理体系的相关管理制度和员工保密协议，对应聘人员提供的个人资料保守秘密，严防丢失、泄露、损毁的事件发生。
使用目的仅限于与应聘人员联络、考核及入职后的管理之用，如未被录用在聚思鸿内部销毁绝，不用于它途。 举报 分享

Concentrix（纳斯达克股票代码：CNXC）是一家领先的科技型全球商业服务公司，专门为包括超过95家全球财富500强客户，和超过90家全球颠覆性高增长客户在内的全球品牌，提供客户参与提升和业务绩效改善服务。每一天，我们来自全球6大洲、40多个国家的员工都在交付优质的客户体验，帮助客户公司更好地与消费者建立连接。

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