Operations Manager-Call Center
安援救援管理服务（北京）有限公司
- 公司规模：500-1000人
- 公司性质：外资（欧美）
- 公司行业：保险 汽车及零配件
职位信息
- 发布日期：2017-03-11
- 工作地点：广州
- 招聘人数：1人
- 工作经验：5-7年经验
- 学历要求：本科
- 职位月薪：1.5-2万/月
- 职位类别：客服经理
职位描述
职位描述：
Key Responsibilities
? Overall management of the call center and ancillary services relating to operations and development of the company to ensure professional resource planning disciplines, systems & process are integrated into the day to day management of the call center operation to deliver Service Level Agreement.
? Development of a strategic plan for the call center including technology, organization structure, skills, training & resources requirements.
? Analyze the current status of the call center & develop solutions & business cases to address any gaps in capability, resourcing or performance.
? Manage the implementation of strategic & tactical programs to enhance the capability of the call center to achieve the strategic objectives of the business.
? Liaise and coordinate the activities of all functional departments
? Develop and execute strategic planning with the management team to enhance service capabilities, quality and efficiency
? Budget management to achieve budget objectives
? Manage and monitor KPIs and provide variances analysis reports
? Implementation of training, monitoring and other performance measurement including feedback procedures to improve the overall level of service and professional development of the employees
? Implementation of new client programs resulting from new business
? Operational cooperation with other AWP entities
Requirements
? Degree holder in Business Administration, Management, Hospitality or other closely related field.
? Min. 5 years or above working experience in a foreign MNC within a call center environment with Road Side Assistance or Travel Assistance would be a strong advantage.
? Proven track record in managerial, leadership and communicating skills
? Excellent command of English and Cantonese (verbal and written).
? Good interpersonal, analytical and problem solving skills.
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Key Responsibilities
? Overall management of the call center and ancillary services relating to operations and development of the company to ensure professional resource planning disciplines, systems & process are integrated into the day to day management of the call center operation to deliver Service Level Agreement.
? Development of a strategic plan for the call center including technology, organization structure, skills, training & resources requirements.
? Analyze the current status of the call center & develop solutions & business cases to address any gaps in capability, resourcing or performance.
? Manage the implementation of strategic & tactical programs to enhance the capability of the call center to achieve the strategic objectives of the business.
? Liaise and coordinate the activities of all functional departments
? Develop and execute strategic planning with the management team to enhance service capabilities, quality and efficiency
? Budget management to achieve budget objectives
? Manage and monitor KPIs and provide variances analysis reports
? Implementation of training, monitoring and other performance measurement including feedback procedures to improve the overall level of service and professional development of the employees
? Implementation of new client programs resulting from new business
? Operational cooperation with other AWP entities
Requirements
? Degree holder in Business Administration, Management, Hospitality or other closely related field.
? Min. 5 years or above working experience in a foreign MNC within a call center environment with Road Side Assistance or Travel Assistance would be a strong advantage.
? Proven track record in managerial, leadership and communicating skills
? Excellent command of English and Cantonese (verbal and written).
? Good interpersonal, analytical and problem solving skills.
职能类别： 客服经理
公司介绍
Allianz Global Assistance China
We help someone, some where in the world every two seconds.
Allianz Global Assistance is the world's leading assistance company. Our core strength is connecting people in need with professionals who can help-whether that is roadside, travel, emergency medical or home assistance.
In China we have more than 700 employees and around 10,000 service providers. With offices in Beijing, Chengdu, Shanghai , Guangzhou and Shenzhen, we are China's leading provider of roadside assistance and customer relationship management services to automotive manufacturers and international brands. We also provide travel and medical assistance services-we have a multilingual team made up of doctors and nurses who help travelers when they become ill or when they are injured away from home. Worldwide our specialist assistance group involves more than 13,224 employees working in 34 countries.
Together with customers and sales partners, our parent Allianz is one of the strongest financial communities in the world with total of 148,000 employees and operations in 70 countries.
As the world's leading assistance company, helping is in our DNA. And we don't just help our customer; our caring nature extends to our employees, too. So if you live to help others and would like to work in an international network that offers nurtured career progression and really cares about its employees, contact us today and join our global family.
Everyone is welcome to apply, regardless of gender, national origin, age, religion, possible disability, sexual orientation or philosophy of life. Allianz Global Assistance is Equal Opportunity Employer.
More information about global family can be found at: www. Allianz-assistance.com.cn
If you are interested in our opening positions, and willing to join our global family, please send your resume to: hr@allianz-assistance.com.cn.
安联全球救援中国
每两秒钟，我们就在世界上的某个地方帮助一个人。
安联全球救援是世界领先的救援公司。我们的核心竞争力就是将有需要的人们和我们的专业救援人员联系在一起——不论在道路上、旅途中、紧急医疗事故发生时还是日常生活中。
在中国我们拥有超过700名员工和近一万家服务供应商。我们的办公室分布在北京、成都、上海、广州及深圳。我们是中国市场领先的道路救援服务商，为车厂和众多国际品牌提供道路救援以及客户关系管理服务。我们还提供旅行保险产品和医疗救援服务——我们拥有多语种服务的医护人员，他们为遭遇突发疾病或意外伤害的旅行者提供及时的援助。
在世界范围内我们拥有13,224多名员工分布在34个国家为我们的客户服务。我们的母公司德国安联集团是全球实力最强的金融集团之一，她在70个国家拥有148,000多名员工。
作为全球领先的救援公司，帮助他人是我们的使命。我们是关心员工，乐于助人的企业。如果您乐于助人而且愿意在充满挑战且关心员工的国际化公司工作，欢迎加入我们的全球大家庭。
我们欢迎所有人，不在乎您的性别、国际、年龄、信仰、是否伤残、性取向或者人生观。安联全球救援对所有员工提供平等机会及待遇。
请登录我们的官网了解更多信息：www.allianz-assistance.com.cn
如果您愿意加入我们全球大家庭请将您的简历发送至：hr@allianz-assistance.com.cn
We help someone, some where in the world every two seconds.
Allianz Global Assistance is the world's leading assistance company. Our core strength is connecting people in need with professionals who can help-whether that is roadside, travel, emergency medical or home assistance.
In China we have more than 700 employees and around 10,000 service providers. With offices in Beijing, Chengdu, Shanghai , Guangzhou and Shenzhen, we are China's leading provider of roadside assistance and customer relationship management services to automotive manufacturers and international brands. We also provide travel and medical assistance services-we have a multilingual team made up of doctors and nurses who help travelers when they become ill or when they are injured away from home. Worldwide our specialist assistance group involves more than 13,224 employees working in 34 countries.
Together with customers and sales partners, our parent Allianz is one of the strongest financial communities in the world with total of 148,000 employees and operations in 70 countries.
As the world's leading assistance company, helping is in our DNA. And we don't just help our customer; our caring nature extends to our employees, too. So if you live to help others and would like to work in an international network that offers nurtured career progression and really cares about its employees, contact us today and join our global family.
Everyone is welcome to apply, regardless of gender, national origin, age, religion, possible disability, sexual orientation or philosophy of life. Allianz Global Assistance is Equal Opportunity Employer.
More information about global family can be found at: www. Allianz-assistance.com.cn
If you are interested in our opening positions, and willing to join our global family, please send your resume to: hr@allianz-assistance.com.cn.
安联全球救援中国
每两秒钟，我们就在世界上的某个地方帮助一个人。
安联全球救援是世界领先的救援公司。我们的核心竞争力就是将有需要的人们和我们的专业救援人员联系在一起——不论在道路上、旅途中、紧急医疗事故发生时还是日常生活中。
在中国我们拥有超过700名员工和近一万家服务供应商。我们的办公室分布在北京、成都、上海、广州及深圳。我们是中国市场领先的道路救援服务商，为车厂和众多国际品牌提供道路救援以及客户关系管理服务。我们还提供旅行保险产品和医疗救援服务——我们拥有多语种服务的医护人员，他们为遭遇突发疾病或意外伤害的旅行者提供及时的援助。
在世界范围内我们拥有13,224多名员工分布在34个国家为我们的客户服务。我们的母公司德国安联集团是全球实力最强的金融集团之一，她在70个国家拥有148,000多名员工。
作为全球领先的救援公司，帮助他人是我们的使命。我们是关心员工，乐于助人的企业。如果您乐于助人而且愿意在充满挑战且关心员工的国际化公司工作，欢迎加入我们的全球大家庭。
我们欢迎所有人，不在乎您的性别、国际、年龄、信仰、是否伤残、性取向或者人生观。安联全球救援对所有员工提供平等机会及待遇。
请登录我们的官网了解更多信息：www.allianz-assistance.com.cn
如果您愿意加入我们全球大家庭请将您的简历发送至：hr@allianz-assistance.com.cn
联系方式
- Email：hr@allianz-assistance.com.cn
- 公司地址：上班地址：陆家嘴环路479号上海中心大厦14楼B单元