北京招聘

Job Summary

Senior Operations Manager is responsible for managing Help desk personnel and all Operational functions related to providing technical Support Services to field representatives. It also includes call Forecasting, Staffing and Scheduling of Analysts, Basic Operational Processes (Various Queue Monitoring), Operational Reporting, etc. Main area of accountability is to ensure that call volume is handled within agreed-to SLAs (ASA, Abandoned rate, First Call Resolution, etc.) and that quality thresholds are met (Customer Satisfaction, Quality Scores, etc.). Span of control also include QA, Training and Remediation, as well as Reporting.

Principal Responsibilities: (Essential Function)

Staffing related processes

• Participate in Helpdesk Analyst Recruiting
• Identify Staffing requirements based on forecasted Call Volume
• Own People Management functions for all Staff managed (Performance Reviews, etc.)
• Responsible for high morale of all Helpdesk staff (Analysts, Supervisor, etc.)

Operational Processes

• Forecasting process – Coordinate with Account Team to forecast call volume based on trends so far and upcoming events.
• Build/adjust Staff model based on forecast
• Scheduling – Build and adjust schedule across all functions (Analysts, Supervisor, Queue Monitoring functions, etc.)
• React to short term staffing issues (People out, Holidays, Call spikes, etc.)
• Ensure Help Desk Analyst staff meets efficiency requirements, as laid out by Management
• Identify and take necessary actions that may impact service levels.

Quality

• Continuously measure all SLAs: ASA, Abandoned Rate, First Call Resolution, Escalation hand off times, Customer Satisfaction, etc. and take corrective action when necessary
• Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Customer Satisfaction, etc. and coordinate corrective actions (Additional Training, targeted Quality Analysis, etc.)
• Document all Operational processes in SOPs
• Ensure all Helpdesk Staff follows SOPs as laid out by Management, including ServiceWare usage

Change Management:

• Stay in contact with Client and US team in order to proactively identify and plan for change on the desk
• Provide status update to GOC Operations Director and US Management team as projects move forward.

Cross-Tier Communication

• Maintain constant communication with other Tiers: Hardware Operations, Tier 2, Client Operations Resources, C3i Account Team in the US, etc.
• Ensure fluidity of interactions with other tiers (Escalations, etc.)

Reporting

• Ensure all relevant Operational data is reported on
• Analyze Operational Data and take corrective action

Job Requirements

Skills

• Siebel call Management and Field services Experience
• Subject Matter expert on telephony tools (PBX, EAS, CTI) and supporting infrastructure
• Excellent Oral and Written Communication skills
• Superior Organization and Prioritization skills
• Microsoft Products, Siebel, and Internet applications
• Strong Interpersonal skills

Education

• Bachelors Degree in Business, Computer Science, related disciplined, or equivalent combination of professional experience

Experience

• Minimum of 6 years in help desk Management experience
• Extensive Personnel Management experience leading large teams in a fast-paced Environment

Working Relationships

• Develop and maintain Interpersonal relationships with Subordinates
• Maintain Inter-Department relationships to resolve Client issues
• Effectively communicate with both internal and external Clients.
• Develop and maintain excellent relationship with the Senior Management and the Client.

普立谋投资集团是一家以房地产开发为主，集酒店、涉外物业、医疗器械、体育产业、高新农业科技、国际贸易、互联网于一体的大型产业型集团公司。
    集团下属企业：
普立谋咨询（上海）有限公司，上海施美德医疗器械有限公司，上海天际高尔夫运动管理有限公司，上海卉芸农业科技有限公司。上海虹中物业管理有限公司。
公司目前管理的项目
虹井别墅：
虹井别墅位于虹桥开发区的中心，占地面积为18000多平方米，生活小区内具有北欧乡间风格的别墅共22幢，别墅群内绿荫环抱，花香四溢，宁静温馨，在邻近的住宅小区群中，它以独特的风格，完善的保安设施、细致入微的家庭式服务位于众多住宅小区的前列。
虹井别墅虽置身于都市的繁华之中，但又不失乡间风土的生活情趣，是外商携眷到上海工作、投资经商的理想下榻之处。
目前，虹井别墅在上海虹中物业管理公司的管理下，已成为虹桥地区外籍员工首选的工作居住区。
虹桥衡园
座落于上海市虹井路728号，总建筑面积10000平方米。公寓拥有各种不同房型共85套房间，24小时住户服务中心，是高级的涉外居住物业。