长沙招聘

Job Description:
The successful candidate will lead the PQNA CSC team, drive efficiencies around process development, tool development, and efficient utilization of resources. He/she will also spend about 30% of his/her time on managing APAC Contact Center operation activities.

Interface with PQNA senior management, translate the PQNA business strategies to set direction for PQNA CSC team and influence other key management members within APAC CSC and Sales Operations. Proactively leverage synergies and best practices with other Key stakeholders. Work closely with IT to deploy new technology and update/develop process to maximize the efficiency and customer satisfaction.

Provide leadership and development to PQNA CSC Team, ensure CSC team is strongly tied to the objectives of PQNA sales organizations and ensure workload balance across team

Enhance communication with product line management, marketing and field sales management to ensure timely completion of order taking activities within agreed Service Level.

Utilize tools and other available resources to identify and communicate the plants and/or warehouse changes which may impact order or delivery management processes. Keep customers informed and take actions to resolve issues raised during the interactions with customers.

Maintain documentation as required for key PQNA CSC processes, facilitate the documentation and communication of revised procedures and identification of opportunities for improvement.

Develop training strategy for PQNA CSC Team. In addition to focus on New Hire Training to bring new hires up to speed in most efficient way, but also focus on Cross Training and other development needs to facilitate the career growth for his/her team members.

Utilize Contact Center system tools (i.e. Avaya reporting tools, CMS) to monitor Service Level. Track daily, weekly and monthly performance related to key metrics. Work with APAC CSC Operations manager to deploy a closed-loop quality auditing/coaching process for continuous contact quality improvement.

Develop and motivate direct reports through goal setting, development plans, performance reviews and ongoing monitoring of performance.

Drive customer experience (as measured by NPS Survey) by closely monitor the survey result, using BPI process (or equivalent) to identify the improving areas, analyze and develop action plans for continuous improvement.

In his/her APAC Contact Center Operation capacities, he/she will act as focal point to work with IT, vendors and other stakeholders on the planning, set up, update and on-going maintenance of the APAC ES CSC Infrastructure (IVR, AACC, queue etc.).

Assist other CSC Managers to establish MOD process, real-time floor monitoring/management and a closed-loop Quality Auditing process of their respective site.

Basic Qualifications:
Bachelor Degree required.

6+ years of experience working in sales or customer support or applicable experience required

Mandarin speaking is a must. The ideal candidate should be able to communicate in English proficiently, both oral and writing.

Knowledge of sales and customer support techniques and methodologies

Demonstrated proficiency in creative problem solving, conflict resolution and managing priorities.

Demonstrated ability to communicate effectively with customers, third party vendors and Eaton personnel at all management, professional, and technical levels.

Ability to leverage resources and influence without authority

Solid Six Sigma or business process improvement experience

伊顿电气集团

伊顿电气集团在电源质量、控配电、电力传输、照明和布线等领域拥有全球领先的产品、系统与服务。伊顿以技术为驱动，提供解决方案, 以适应工业、公用事业、商业、住宅和电讯市场不断变化的需求。通过一系列的收购与合并计划，伊顿电气集团旗下的著名品牌包括：Cooper、Westinghouse、Holec、Cutler-Hammer、Heinemann、Powerware、MGE、Moeller和Phoenixtec。伊顿持续坚持着这些著名品牌的传统和发扬他们的独特优点，为中国乃至全世界的客户提供有效的解决方案和服务。


Eaton Electrical Sector is a leader in electrical products, systems and services for power quality, distribution and control power transmission, lighting and wiring. The electrical segment
provides technology-driven solutions that serve the critical needs of the industrial, utility, commercial, residential and information technology markets.