佛山招聘

职位描述：
Summary:
Lead a group of team managers and service professionals and be responsible for developing the team managers to deliver industry best Big Five Results; CV, Attendance, Utilization, Retention, and Revenue per FTE.
Work collaboratively with other functional groups such as HR, Training, Quality, Work Force Management, IT, Finance and Business Development to deliver industry best Big Five Results.
Develop a culture that advocates and lives Convergys’s Mission and Values by supporting and enhancing:
1. Our Tagline “caring people, building businesses, building careers,”
2. Our Brand, “Ingenyouity”
3. The Pulse Survey
4. Frequent and ongoing communication to the team regarding Convergys, Site and Client business initiatives.

Responsibilities:
Team Management:
Lead team members, foster their professional development and growth, promote teamwork and cooperation with the goal of producing industry best Big Five Results.
Create a work environment to drive employee engagement and manage the operational and tactical requirements of the client on a daily basis.
Develop a detailed understanding of the P&L for a LOB.
Provide leadership and guidance to Team Managers to ensure consistent administration of company policies and standards.
Act as an escalation point for employee relations where the Team Manager assesses the need for additional support.
Resolve personnel issues in a professional and timely manner and deliver any necessary corrective action. Implement all disciplinary actions in accordance with company policy and ensure consistency.
Prepare and deliver annual performance appraisals of direct reports on a regular basis. Manage the appraisal process within the team ensuring reviews are processed on time.
Conduct regular team meetings to review team performance, and define and implement any corrective actions needed to meet operational performance. Also, ensure expedient communication of relevant information and offer an open forum for input from the team.
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
Complete bi-weekly payroll for direct reports.
Participate in cross functional meetings to review information received from operational support functions - Training, HR Quality, Ops Planning etc.- and partner to define action plans that resolve performance issues and continuously improve performance.
Implement site and/or line of business best practices and minimize need for client intervention.
Drive consistent performance that is repeatable and reliable
Evaluate staffing needs, with input from BD and Client, and make adjustments to meet changing requirements.
Responsible for contributing to the budget planning process and monthly forecasting updates, including variance explanations.
Manage and review operational reports
-Attendance adherence reports
-PFP reporting
-Client scorecard reports
-Metrics management

Client Management:
Primary owner of the client’s operational results
Capture and deliver insightful information/suggestions that assist our clients to improve their customer experience or overall program results.
Agree to and approve, along with Business Development, the Client’s SOW requirements or escalate to Site Director/Manager. (Including moves, adds and changes)
Maintain a detailed understanding of the Client SOW
Deliver on client’s business goals, objectives and ongoing special requests.
Prepare and deliver Weekly Business Reviews if required. (Business Development to prepare and deliver QBR with input from operations)
Review and approve client invoices and adhere to finance’s invoice schedule. (Might need approval process change).

Requirements:
Ability to build and lead teams to achieve maximum individual and team potential.
Minimum of 10 years experience leading a team that provided exceptional customer/technical/sales support. (Internal candidates must have graduated from TM Leadership Academy)
Ability to display strong verbal and written communication skills and proven ability to sustain effective relations internally and externally across all levels.
Knowledge of contact services industry.
Prior experience that required managing multiple projects and tasks effectively and efficiently.
Knowledge of basic PC applications needed to successfully manage the position.
Excellent problem solving and decision making abilities.
Ability to work with minimal guidance or supervision in a rapidly changing environment.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Self motivated, with ability to work both independently and within a team environment.

Desired:
Previous experience that demonstrates the ability to balance client business goals with company goals.
Specific examples of staff development through skill development programs a plus.
A bachelor or higher degree in Computer Science, MIS, Business, or Hospitality. 举报 分享

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