Contact Center Operations Manager (职位编号：销售)
苹果电脑贸易（上海）有限公司
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2016-11-11
- 工作地点：深圳
- 招聘人数：若干人
- 职位类别：客服经理
职位描述
职位描述：
Job Summary
The Apple Online Store Sales & Service team is looking for an experienced Contact Center Operations Manager to lead a growing team of operations analysts in the Japan/Asia Pac regions. This is a dynamic environment, where seasoned technical knowledge and calm decision-making in the face of competing demands are critical attributes. This role will primarily be responsible for leading a CCO team in executing the five following key functions:
? Onboarding
? Service level monitoring
? Tier 1 application/network triage, ticket assignments
? Schedule adjustments
? Desktop support (hardware deployment and repairs)
? (Secondary support within CCO for call routing and IVR)
Key Qualifications
? Minimum 5 years' experience in Contact Center Operations, WFM, or IT (Contact Center-related) team, at least 3 years managing the team.
? Strong technical knowledge of virtual contact center technology solutions (Genesis, Cisco, Avaya)
? Proven ability to apply creative techniques to maximizing effect of the platform features
? Experience managing diverse team in multi-cultural environment, including remote reports
? Passionate focus on customer experience
? Ability to influence partner and boundary teams through collaboration
and data analysis
? Exceptional communication and facilitation skills
? Strong team player with a high degree of adaptability
? Preferred: Experience directly working with Genesys, Avaya, Aspect
eWFM, PeopleSoft, SAP
Description
? Establish strategies for regional growth to meet forecast call and chat volumes within opex ranges. This will include input on organizational decisions concerning key investments and scale opportunities, as well as creatively using Virtual Call Center software features and workforce management techniques to maximize utilization of existing resources.
? Manage CCO ticket volume to achieve service level objectives. Define processes to ensure that trouble tickets assigned to other teams are tracked and prioritized for prompt resolution.
? Establish communication processes with multiple contact centers in region to identify staffing challenges, call drivers, and other factors that
could negatively impact service level or customer experience. Develop talent among team to ensure analytical steps are taken for continuous improvement.
? Provide interval, daily, and weekly reporting on SL attainment for major voice and chat queue groups. Provide context for situations where SL goals are not achieved, as well as analysis for improving in the future.
? Frequently review routing and skilling strategies to ensure operational objectives and management priorities are synchronized and mutually supportive.
? Provide project management resources to coordinate complex sets of tasks on short- to medium-range work efforts. Develop staff to ensure appropriate skills throughout project lifecycle.
? Create software management and update tools and processes to ensure that contact center agents throughout region have the appropriate software profiles and most up-to-date OS versions.
? Manage and develop talent of diverse team of analysts across multiple locations.
? Ensure expertise (Subject Matter Experts) for all major desktop applications, in order to achieve appropriate troubleshooting on Tier 1 tickets coming in to team, and thorough post mortem reviews for all P1 tickets affecting the region.
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Job Summary
The Apple Online Store Sales & Service team is looking for an experienced Contact Center Operations Manager to lead a growing team of operations analysts in the Japan/Asia Pac regions. This is a dynamic environment, where seasoned technical knowledge and calm decision-making in the face of competing demands are critical attributes. This role will primarily be responsible for leading a CCO team in executing the five following key functions:
? Onboarding
? Service level monitoring
? Tier 1 application/network triage, ticket assignments
? Schedule adjustments
? Desktop support (hardware deployment and repairs)
? (Secondary support within CCO for call routing and IVR)
Key Qualifications
? Minimum 5 years' experience in Contact Center Operations, WFM, or IT (Contact Center-related) team, at least 3 years managing the team.
? Strong technical knowledge of virtual contact center technology solutions (Genesis, Cisco, Avaya)
? Proven ability to apply creative techniques to maximizing effect of the platform features
? Experience managing diverse team in multi-cultural environment, including remote reports
? Passionate focus on customer experience
? Ability to influence partner and boundary teams through collaboration
and data analysis
? Exceptional communication and facilitation skills
? Strong team player with a high degree of adaptability
? Preferred: Experience directly working with Genesys, Avaya, Aspect
eWFM, PeopleSoft, SAP
Description
? Establish strategies for regional growth to meet forecast call and chat volumes within opex ranges. This will include input on organizational decisions concerning key investments and scale opportunities, as well as creatively using Virtual Call Center software features and workforce management techniques to maximize utilization of existing resources.
? Manage CCO ticket volume to achieve service level objectives. Define processes to ensure that trouble tickets assigned to other teams are tracked and prioritized for prompt resolution.
? Establish communication processes with multiple contact centers in region to identify staffing challenges, call drivers, and other factors that
could negatively impact service level or customer experience. Develop talent among team to ensure analytical steps are taken for continuous improvement.
? Provide interval, daily, and weekly reporting on SL attainment for major voice and chat queue groups. Provide context for situations where SL goals are not achieved, as well as analysis for improving in the future.
? Frequently review routing and skilling strategies to ensure operational objectives and management priorities are synchronized and mutually supportive.
? Provide project management resources to coordinate complex sets of tasks on short- to medium-range work efforts. Develop staff to ensure appropriate skills throughout project lifecycle.
? Create software management and update tools and processes to ensure that contact center agents throughout region have the appropriate software profiles and most up-to-date OS versions.
? Manage and develop talent of diverse team of analysts across multiple locations.
? Ensure expertise (Subject Matter Experts) for all major desktop applications, in order to achieve appropriate troubleshooting on Tier 1 tickets coming in to team, and thorough post mortem reviews for all P1 tickets affecting the region.
职能类别： 客服经理
公司介绍
Passion works here.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.