呼叫中心运营经理
北京天昊久其商贸有限公司
- 公司规模：50-150人
- 公司性质：民营公司
- 公司行业：贸易/进出口
职位信息
- 发布日期：2012-07-30
- 工作地点：北京
- 招聘人数：1
- 工作经验：八年以上
- 学历要求：本科
- 语言要求：英语良好
普通话熟练 - 职位类别：客服经理(非技术)
职位描述
The primary function and purpose of this position:
1. Overall manage a Technical Support contact center operation, drive the operation team to meet the client requirements with the understanding of below KPIs:
a) Service Efficiency (SLA, Abandonment Rate, FCR)
b) Quality (QC Score, Accuracy)
c) CSAT (IVR Survey Score, End-User Satisfaction Survey)
d) Process (Consistency & Efficiency)
e) Staff Efficiency (Productivity, Attrition, Absenteeism, Employee Satisfaction)
2. Define the Key Customer Related Process & Key Supporting Process with the understanding of Care Contact center business, and align with client requirements.
3. Fine tune business processes and communicates with the client to get consensus, drive for operation performance improvement.
4. Fine tune the operation team structure, conduct daily coaching and mentoring to operation management team, cultivate a positive-thinking and proactive-working attitude.
5. Show operational expertise to clients and capable to propose better solutions on operation.
Cooperate with Account Manager to drive for total Operation Excellence, communicate the operation results to client, and reach for better solutions.
Work-related Skill / Competency:
1. COPC or HPMT
2. 6 Sigma & SPC Knowledge
3. Very Experienced in call center operation mgmt:
a) Forecasting, Staffing and Scheduling
b) Training and Quality mgmt,
c) Productivity mgmt,
d) On-site mgmt,
e) Operational process mgmt,
f) People mgmt,
4. Problem Solving Skills & Analytical Skill
5. MS Office
Good written & reading English with fluent oral English
1. Overall manage a Technical Support contact center operation, drive the operation team to meet the client requirements with the understanding of below KPIs:
a) Service Efficiency (SLA, Abandonment Rate, FCR)
b) Quality (QC Score, Accuracy)
c) CSAT (IVR Survey Score, End-User Satisfaction Survey)
d) Process (Consistency & Efficiency)
e) Staff Efficiency (Productivity, Attrition, Absenteeism, Employee Satisfaction)
2. Define the Key Customer Related Process & Key Supporting Process with the understanding of Care Contact center business, and align with client requirements.
3. Fine tune business processes and communicates with the client to get consensus, drive for operation performance improvement.
4. Fine tune the operation team structure, conduct daily coaching and mentoring to operation management team, cultivate a positive-thinking and proactive-working attitude.
5. Show operational expertise to clients and capable to propose better solutions on operation.
Cooperate with Account Manager to drive for total Operation Excellence, communicate the operation results to client, and reach for better solutions.
Work-related Skill / Competency:
1. COPC or HPMT
2. 6 Sigma & SPC Knowledge
3. Very Experienced in call center operation mgmt:
a) Forecasting, Staffing and Scheduling
b) Training and Quality mgmt,
c) Productivity mgmt,
d) On-site mgmt,
e) Operational process mgmt,
f) People mgmt,
4. Problem Solving Skills & Analytical Skill
5. MS Office
Good written & reading English with fluent oral English
公司介绍
优质的服务，优秀的管理，良好的沟通。