长沙招聘

要 求：
SKILLS
Excellent organizational and management skills (monitor, motivate, animate and coach)
Good interpersonal and IT skills
Skilled in speaking/writing expression and communication
Ability to work in a multicultural environment
Service oriented, client focused, business sense
Problem-solving and innovative
Proficient English would be a plus
Flexible time schedule, ability to work in shifts

PROFILE

2-3 years of managerial experience in a high-quality, international, customer experience environment.
Experience in combining Customer Orientation with commercial and sales targets.
Luxury (retail) experience would be considered an asset.
PC Literacy: MS Office, reporting and other Contact Center tools such as SAP CRM is preferred.
Organized, team player, diligent, rigorous, proactive, flexible, dynamic, supportive, patient

职 责：
The Team leader is responsible for the daily running and management of the China Contact Center for a global luxury holding. He/she is a positive ambassador for the organization at all times. This is a key position in Contact Center operations through which we ensure the achievement of service standards and management of relationships with one of our jewellery and watch Maison as well as information exchange with the home market.
Team leader is the first point of contact for ambassadors where he/she is also an expert with regard to systems, processes and procedures.
Team leader is also a major support for the Contact Center manager for understanding and satisfying customer needs, listening, informing and proposing solution for customer problems.
He/she supports telephone, web, and other (social) communication and phone and web sales and defines training needs in close collaboration with trainer and implements all required action plans to meet objectives.
Using effective communication skills, the team leader motivates and supervises ambassadors effectively in order to achieve both qualitative and quantitative goals and targets.

KEY RESPONSIBILITIES
Manage daily operation and planning of the team.
Keep constantly ambassadors and Contact Center manager informed about brands’ activities/promotions (commercial / marketing) and all internal information.
Ensures that tasks and workload are allocated appropriately within team and respected in Contact Center
Assist the advisors in realizing the e-com / phone sales objectives
Closely monitors the quality of service provided by ambassadors and ensures achievement of KPI’s and Service Level Agreement
In charge of consolidating reports based on pre-determined KPI’s, analysis, and highlighting all anomalies to Contact Center manager
Ensure efficient communication across teams/departments/brands.
Manage, coach and evaluate Ambassadors’ performance (in collaboration with CC manager). Monitor ambassadors sales objectives and manage incentive program
Monitor quality of calls, e-mails, and contacts records.
Work closely with trainer to define training needs.
Participate to recruit new Ambassadors.
Be a back-up of the ambassador in case of emergency

中智上海经济技术合作有限公司（简称中智上海公司）是中智全国性服务网络战略布局中重要的战略成员。目前，中智上海公司服务2万余家客户企业，雇员数达77万。公司主营业务包含：人力资源外包、招聘+业务外包、国际业务、培训业务和贸易服务五大板块。2013年，中智上海公司荣获由上海市政府颁发的“上海市质量金奖”。2016年，公司荣获由国家质检总局颁发的第二届“中国质量奖”提名奖。2018年，中智上海公司第一批获得由上海品牌国际认证联盟颁发的“上海品牌”荣誉。中智上海公司秉承“诚信、尊重、公正、专业”的服务精神，积极践行社会责任，不断追求卓越，持续为客户和雇员创造价值。
应聘者请发简历至 resume@ciicsh.com