长沙招聘

Responsibilities:
? Investigate, communicate, escalate, and facilitate the day to day activities of Incident and Problem Management.
? Drive remediation efforts to dramatically decrease incident recurrence while increasing business confidence in technology services.
? Act as the central communications point providing concise, timely and relevant communications from technical response teams to business users at all levels of the organization.
? Plan, coordinate, and monitor RCA meetings and follow-up tasks by driving cross-functional technology team members to successful completion of assigned remediation tasks.
? Create, lead, and champion TLScontact’s Problem Management program including coordination and collaboration with cross-functional teams to identify and pursue resolutions to pervasive issues affecting Business and IT departments.
? Create, review, and refine Incident and Problem Management policies, standards, and measurements enabling TLScontact IT to meet or exceed OLAs, SLAs and KPIs.
? Create comprehensive metrics and generate weekly/monthly/quarterly reporting that demonstrate the results of the Incident Management process and provide operational data to drive proactive solutions.
? Keep close contact with the IT Services/Products managers and Service Desk personnel/operations to enhance situational awareness of technology and its use and impact on TLScontact lines of business.
? Assist in the creation and improvement of Knowledge articles to reduce impact, speed up resolution, or prevent the occurrence of incidents.
? Analyze processes and workflows to identify areas of continuous improvement.
? Regularly evaluate and validate audit controls and update as needed.
? Assist in training participants of the Incident Management process.
? Champion and encourage the adoption of ITIL best practices.
任职要求：
? Bachelor's degree in a relevant field and 
Experiences:
? 4+ years’ experience in an IT service delivery role or service management.
Skills and abilities:
? Excellent verbal and written English skills.
? Familiarity with ITIL best practice and Incident Management processes.
? Exercise independent judgment and demonstrate a high degree of initiative with minimal direct supervision.
? Excellent problem solving, time management, communication and organizational skills.
? Superior ability to converse effectively with multiple customers of varying technical skill and knowledge levels in person, over the phone, or via chat/email.
? Ability to organize and lead a cross-functional group toward a specific goal.
? Tolerant of ambiguity, able to function comfortably, patiently and effectively in time sensitive environments.
? Availability for after-hour maintenance and emergencies.
? Participate in an on-call rotation as an Incident Manager and escalation point when required yet not on-call as a “first responder”.
? ITIL v3/v4 Foundations certification preferable or the determination to obtain certification within first six months of employment.

TLScontact is a pioneering company specialized in providing customer relationship management excellence within a face-to-face environment. We are part of the Teleperformance Group, the worldwide leading provider of exceptional customer experience in all our 46 countries of operations.

We operate a growing number of face-to-face contact centers worldwide. TLScontact offers its clients an end-to-end solution, starting with information provision across multiple media platforms, to the direct face-to-face contact experience and back office tasks. Our contact centers are the essential link between organizations and their customers.

Our Group Values
Integrity, Respect, Professionalism, Innovation, Commitment

For more information on TLScontact, please visit: corp.tlscontact.com

TLScontact is what your are looking for if:
- you are the kind of person who thrives for challenges
- you are looking for personal development opportunities with truly global reach

What makes us the Best Place for People:
- we ranked one of the top 8 Best Companies to Work for？ in Greater China in 2012
- Our office is LEED Gold certified with modern green furniture and high-tech air filtration system
- You will have free access to a high-end Fitness club under our corporate membership
- Complementary coffee, soft drinks and fruits available to all our staff

We want you to join us if you:
- are proactive
- are efficient and organized
- are a self-starter and hard working
- are a team player
- always pay attention to details
- have good interpersonal skills

关于我们

我们的快速成长，来自于客户对我们的信任和每天我们在全世界的团队的出色成就。

我们做什么

TLScontact是一间迅速发展的面对面服务中心。我们为客户提供具有特殊标准的高安全性，高管理控制性，和高透明度的顾客管理服务。

我们的价值观

统一、尊重、专业、创新、承诺

Teleperformance

TLScontact是Teleperformance集团下一个专门提供面对面服务的分属公司，卓越的服务品质全球领先。

Teleperformance已经在为全球很多个公司提供顾客关系管理，技术支持和应收账款管理服务，并取得了优异的成绩。

在2013年，Teleperformance集团实现了32.3亿美元的收益。

面对面服务

TLScontact 专门提供与顾客面对面的顾客关系管理的外包服务。我们的中心能够将客户和他们的顾客相连接，提供的服务范围包括从内勤处理到收到申请。

遍布全球

我们全球性的业务分布和经验丰富的团队使得我们能够在非常短的时间内在世界上任何一个地方开始经营新的面对面业务。