北京招聘

职位描述：
We are looking for a Customer Service Quality Team Lead. You will provide leadership and guidance to a team of Customer Service (CS) Quality Executives to deliver quality coaching programs and initiatives within the Contact Centre in Shanghai.

Ideal Candidate

 This role is ideal for an energetic and enthusiastic professional with leadership flair and ability to motivate others. You are passionate about implementing the right quality levels in a contact center environment to support the delivery of consistent excellent customer service. You possess the right experience in nurturing talents from different cultural backgrounds and leading a highly motivated, dynamic and efficient team to support the CS Operations teams in achieving consistent quality improvements. You have excellent coaching and mentoring abilities, is efficient and organized, and is skilled at multi-tasking to coordinate a variety of tasks on a daily basis.

 Key Responsibilities

-Provides team leadership and coaching to CS Quality Executives and is responsible for the overall performance of the Quality team
-Responsible for coordinating schedules and resources to effectively facilitate quality coaching and the delivery of quality programs to the CS operations team.
-Collaborates with CS Operations team to ensure proper quality checks and coaching take place for the CS team
-Be an excellent coach, assisting other team leaders in the development of their team members when required
-Monitor, implement and review processes and procedures for the Quality Team, initiating and driving improvements where appropriate
-Builds solid working relationship and provides feedback to management and CS operations teams on coaching and quality improvement needs based on observation and evaluation of performance measurements.
-Be an effective Change Manager, knowing how to handle periods of change and lead the team through such periods, and displaying motivating and encouraging behaviors.
-Required Skills, Qualification and Experience

>2 years relevant experience in leading a team, preferably a quality control / improvement team within a contact center environment
-Proven experience in quality monitoring/evaluation/control
-Proven experience in staff coaching and development
-Excellent written and verbal English communication skills
-Excellent inter-personal skills
-Strong planning, project and change management skills
-Good understanding of contact center operations and KPIs
-Able to operate in a fast pace, dynamic environment and able to work under pressure
-Supervisory skills to include demonstrated leadership, delegation, team building and the ability to motivate employees;
-Professional, proactive, positive and “can-do” attitude;
-Minimum of tertiary educational level or equivalent further education 举报 分享

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