呼叫中心副经理
广州电盈综合客户服务技术发展有限公司重庆分公司
- 公司规模：500-1000人
- 公司性质：外资(非欧美)
- 公司行业：通信/电信运营、增值服务
职位信息
- 发布日期：2014-04-28
- 工作地点：重庆
- 招聘人数：1
- 工作经验：三年以上
- 学历要求：大专
- 语言要求：普通话熟练
英语熟练 - 职位月薪：面议
- 职位类别：客服经理(非技术)
职位描述
规划、管理及控制呼叫中心的运作，以便用有效率的方法达成品质与成本的目标，这包括管理团队对中国大陆及其他国家客户的服务；在符合优质服务及成本效益的目标下，确保呼叫中心的资源做最有效的利用；
管理呼叫中心的整体品质、绩效及生产力；
设计及发展顶级的工作流程及范例，并确保其执行之品质；
发现及校正任何影响生产力及获利方面的营运问题；
致力于养成一个非常积极地有生产力的及专业的客户服务团队；
若有客户人员流动的情形下，协助招募及训练新的客服人员。
? To plan, manage and control the operations of Call Center in Chongqing so as to achieve the service and cost targets in an efficient and effective manner. This involves overseeing the teams servicing clients of PRC and other countries .
? To ensure Call Centre resources are best utilized within the cost budget and meeting the service targets
? To manage the overall quality, performance, and productivity Call Center
? To design and develop best-in-class work procedures and practices and ensure that they are well-implemented
? To proactively plan for any potential threats and crisis and exercise preventive actions in order to maintain smooth operation.
? To develop a highly motivated, productive and professional customer service team.
? To recruit, train up call centre personnel & effectively manage staff turnover and foster good team spirit
? To foster service-oriented culture and maintain ambience within call centre
? To set up Key Performance Indicators with relevant parties and ensure its proper execution
? To measure customer satisfaction regularly and ensure those standards are being met
? To prepare all necessary reports to reflect the call centre utilization, service level achievements, and quality level achievements.
? To develop and implement an efficiency staffing plans to for Service Team
管理呼叫中心的整体品质、绩效及生产力；
设计及发展顶级的工作流程及范例，并确保其执行之品质；
发现及校正任何影响生产力及获利方面的营运问题；
致力于养成一个非常积极地有生产力的及专业的客户服务团队；
若有客户人员流动的情形下，协助招募及训练新的客服人员。
? To plan, manage and control the operations of Call Center in Chongqing so as to achieve the service and cost targets in an efficient and effective manner. This involves overseeing the teams servicing clients of PRC and other countries .
? To ensure Call Centre resources are best utilized within the cost budget and meeting the service targets
? To manage the overall quality, performance, and productivity Call Center
? To design and develop best-in-class work procedures and practices and ensure that they are well-implemented
? To proactively plan for any potential threats and crisis and exercise preventive actions in order to maintain smooth operation.
? To develop a highly motivated, productive and professional customer service team.
? To recruit, train up call centre personnel & effectively manage staff turnover and foster good team spirit
? To foster service-oriented culture and maintain ambience within call centre
? To set up Key Performance Indicators with relevant parties and ensure its proper execution
? To measure customer satisfaction regularly and ensure those standards are being met
? To prepare all necessary reports to reflect the call centre utilization, service level achievements, and quality level achievements.
? To develop and implement an efficiency staffing plans to for Service Team
公司介绍
电讯盈科是由主席兼行政总裁李泽楷[1]创立的盈科数码动力有限公司，与香港电讯有限公司于二零零一年八月合并而成，在香港联交所（香港联交所上市代号：0008）上市，并在纽约证券交易所（纽约证券交易所：PCW）以美国预托证券形式上市。合并后的电讯盈科，已由一家以技术为主的电信公司，转型为一家以客为尊的综合通信服务供应商；现时在全球聘用员工一万三千五百多名。