东莞招聘

呼叫中心经理（Customer Contact Centre Manager）

工作职责与工作内容：(PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES)

-建立和发展呼叫中心，例如首先通过建立一种多方位协作的电话平台提供客户服务并把呼叫中心KPI管理落实到日常管理过程中；

-负责呼叫中心的所有事务并为客服人员提供工作支持和帮助；

-负责招募、筛选、培训和指导客服前台以及将来的客服团队的管理工作；

-负责建立和优化工作流程，搭建呼叫中心运营框架并采用配套的IT系统支持呼叫中心运作；

-负责管理客户体验，确保客户需求能有效地传递到卡戈拉司；

-负责与外部合作者协调配合，如和栢隆集团新市场部的支持团队及负责呼叫中心IT 系统的供应商协作配合；

具体的工作要求：

-规划、组织、跟踪和管理监督工作流；

-提升营运系统，保持高质量的客户关系；

-确保与客服团队有效的沟通和指导；

-追踪和分析所有客户联络内容并相应进行质量管理；

-确保所有电话、网站联系和媒体联系的合法合规

-制定服务改进建议

-执行反馈闭环管理

-开发和管理“客户抱怨处理流程”

任职条件：(Qualification and Requirement)

-大专以上学历，至少3年呼叫中心主管或以上职位的工作经验或曾独立运营、管理呼叫中心者优先考虑；

-熟悉呼叫中心在运作流程、人力资源配置、招聘、培训及激励、流程与制度规划等方面的管理

-了解行业法规与政策及行业市场；

-英文良好。能熟练地读、写，听说为能较自如沟通交流为宜；

-能够熟练使用微软办公软件（如Word, Excel, PowerPoint and Outlook）

-能接受出差（每月2周）

-能专注在客户和结果导向

We invite you to join our team as a

CUSTOMER CONTACT CENTRE MANAGER

“The Customer Contact Centre’s objective is “to answer all Customer contacts and convert every opportunity into a delighted customer, in the most profitable way“

More than 85% of our Customers have contact with our Customer Contact Centre at some stage of their Customer journey, including in most cases their first contact. After a training period where you will start to understand the Carglass？ way of working, you will take your job as a Customer Contact Centre manager.
You are going to build and develop a virtual Customer Contact Centre initially, i.e. a telephony platform across multiple sites which delivers management information in terms of the Customer Contact Centre Key Performance Indicators, before the Chinese management team decides where the physical Customer Contact Centre will be. The future physical Customer Contact Centre will preferably operate from Beijing, Qingdao, Shanghai, Guangzhou or Shenzhen and it is expected to deal with 5000 inbound Customer contacts initially (telephony, text message, e-mail, online booking, etc.) and is expected to grow rapidly over the coming years. You report to the Carglass？ China Country Operations manager.

You are responsible for all activities within the Customer Contact Centre and directly support the telephone operators in the beginning which are now embedded in the branches’ receptions. You will recruit, select, train, coach and performance manage the future Customer Contact Centre team leaders and initially the telephone operators. You will develop frames and a support mechanism for the telephone operators. You manage the Customer journey as such making sure Customers effectively reach Carglass？ China. You are also ultimately responsible for cooperation with external partners such as the Belron？ developing markets support team and the telephony (call management system) providers.

We are looking for a positive person, who is going to,
· Plan, organise, follow, manage and monitor the workflow
· Promote the business program, maintain high quality customer relations
· Check the material availability and order new work material if necessary
· Ensure effective communication with team leaders and telephone operators initially
· Track and analyse all Customer contacts, Quality management
· Ensures legal compliance of all telephony, web contact and social media
· Make service improvement recommendations
· Implement feedback loop processes
· Develop and manage a Customer complaint process

We expect you to be or have
· At least 3 years of working experience in a Customer Contact Centre in a supervisor role.
· Able to express yourself in a foreign language – English
· Able to work with Microsoft business programs (Word, Excel, PowerPoint and Outlook)
· Able to travel (two weeks per month)
· Customers and results focused

We offer you a
· Competitive Salary plus Incentive Scheme
· Reliable employment with 3 months of probationary period
· Personal development, great educational opportunities and career development.

卡戈拉司企业管理咨询（上海）有限公司是欧洲栢隆（Belron）集团在中国的全资子公司之一，作为全球汽车玻璃替换和维修行业最大的企业-栢隆Belron集团成立于1897年，目前在全球拥有25000名员工，2010年年销售额达到28亿欧元，全球优秀的保险集团如德国安联、法国安盛、瑞士苏黎世等，都和Belron保持着长期良好的合作关系。Belron旗下的Carglass品牌现正在快步进入中国市场，中国市场是集团今后10年内全球经营战略中最重要的部分，我们希望能以全球技术领先的汽车玻璃修补技术和汽车玻璃维修技术及工具，全球采购网络，以严谨、体贴和周到的维修服务为中国广大的车主以及我们的合作伙伴带来全新的安全和服务理念和感受，促进车主安全观念的更新，与我们的合作伙伴共赢，并以实现运营效率最大化来推动企业发展。

目前卡戈拉司（Carglass）已经在青岛、济南、杭州、东莞、深圳设立营业店面为广大车主提供汽车玻璃维修和替换服务，同时我们计划在更多的城市如北京、上海、广州设立营业场所使更多的车主能享受到卡戈拉司的优质服务。

卡戈拉司中国关注每位员工的成长，并向员工提供海外培训的机会，致力于给予员工世界领先的技术和服务培训以确保他们良好的职业生涯发展和为客户提供最优质的服务；同时我们也致力创造一个宽松的环境来培养员工创造力和勇于挑战自我的能力；我们也有能力提供一个良好的平台，帮助其实现职业生涯的中长期发展目标。

我们欢迎各行业优秀人士关注并能够有机会加入卡戈拉司中国大家庭！

有意者请将中英文简历、期望薪资发送到指定地址。请在发送时，请务必注明应聘职位、期望工作地点。

更多了解Carglass 和Belron栢隆集团信息，请登录http://www.belron.com和http://www.carglass.cn