重庆招聘

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

岗位要求：
1) 7+ years working experience, experience with outsourcing business will be a plus;
2) Experience in managing a large account, with 200+ people, Excellent management skills;
3) Financial Acumen, having experience in managing P&L / costs for the account;
4) Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports.

Strong English skills:
1) Client relationship management , Problem determination and be able to make crisp action plans;
2) People Management - Facilitate a healthy and a motivating environment;
3) Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
4) Understanding and Focus on Business Controls / Process adherence and Compliance;
5) Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
6) Some experience with transition and project management concepts / methodology is preferred.

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

Additional information preferred:
1) Experience within the contact centre industry OR;
2) Sales Management Experience with IT industry;
3) An understanding of smart phone or electronic device hardware and software.
工作时间：
早九晚六，周末双休
薪资福利：
1） 员工享有基本工资+餐补；
2） 享有带薪年假高达5-15天，婚假，产假/陪产假
3） 按国家政策缴纳社会保险和住房公积金，商业保险, 每年公司组织大型体检等福利
4） 工作环境舒适，五星级年会，每个季度有团队建设活动
5） 职业前景：公司提供全方位的技能培训如职前培训、在职培训、晋升培训，为员工提供通畅的晋升通道
6） 内部推荐奖金：推荐员工入职满一个月即可拿到内部推荐奖金
保密承诺： Concentrix 对收集的应聘人员个人信息资料，严格遵守 Concentrix 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，如未被录用的在 Concentrix 内部销毁绝，不用于它途。 举报 分享

    Concentrix 是财富500 强SYNNEX Corporation 全资子公司 (纽约证券交易所代码: SNX)，是全球商务服务行业的领军企业。我们通过与客户合作，不断提供端到端客户互动服务，技术创新，数据分析，流程优化，及业务改进。作为全球化商务服务公司，我们通过转变客户体验，合理优化业务前后端及行业流程，确保在每次与客户互动时提供最高价值的服务。
    Concentrix 是全球客户管理BPO 行业排名前五的公司。目前，Concentrix 在全球有125 个运营中心，分布在北美洲，拉丁美洲，中美洲，欧洲，中东和亚太地区。拥有超过100,000 名员工，能够支持40 多种语言为450 多家客户提供服务。Concentrix 主要为包括银行，医疗，保险，技术， 消费电子，零售和电子商务，政府，媒体互动，运输，旅游和汽车行业提供专业服务。 我们现有的100,000+员工，约有70%支持语音流程，30%支持后台和技术流程。通过语音，手机，社交和网页 聊天提供技术支持和客户优化服务。
目前，Concentrix 大中华区拥有大连，佛山，北京，上海，深圳，贵阳, 香港7 个运营中心，支持11 种语言，并为14 个国家和地区的客户提供涵盖客户关系管理，网页定制业务，数字媒体的内容设计和制作，银行后台服务业务等服务。

更多关于Concentrix 的信息，请访问******************
更多关于Concentrix 中国的信息，请关注Concentrix 中国官方微信号

微博：Concentrix中国
官网网站：******************
微信：Concentrix