广州招聘

职位描述：
The Training & Quality Assurance Manager of the Customer Contact Center is responsible for all training and quality assurance practices carried out at the Customer Contact Center. He/she will ensure that all training and quality systems incorporate plans for the consistent delivery of customer service, product knowledge and possess an embedded sales culture to drive revenues for the group.

1) Training
- Work with counterparts in other locations to ensure consistency in the delivery of all training throughout the group.
- Make the guiding principles as well as the company philosophy, vision and mission the basis for training program and initiatives.
- Develop and implement the training strategy for all divisions of the Customer Contact Center.
- Conduct new hire training for staff covering all minimum skills and knowledge required for their positions.
- Conduct ongoing training updates for staff.
- Create action plans for staff that fail to meet these thresholds or demonstrate the required skills and knowledge.
- Implement ongoing training program for the continuous development of staff.

2) Quality Assurance
- Develop and enforce a quality assurance system in line with the other contact centers for consistency in the accuracy of services.
- The quality assurance system should focus on producing best in class and ever improving quality, service and revenues as well as driving costs down. A system for benchmarking best in class performance should be developed by working hotel and contact centre industry bodies.
- Quality assurance systems should cover agent scripts as well as template and formatted responses to customer inquiries for consistency and accuracy. They should document and cover all procedures carried out at the centres and have a self-audit system implemented for updates.
- Develop a transaction monitoring system with performance thresholds for pass and fail with a majority weighting on accuracy. The system must cover all forms of transactions carried out in the centres.
- Develop and conduct a training needs analysis system to ensure continuous improvement in quality.

3) Customer Service Culture
- Drive and practice a service culture of treating guests and colleagues as family.
- Aim to delight customers at every contact point by creating engaging experiences straight from the heart.
- Use existing as well as develop new training programmes to instill a service culture of treating guests as family.

4) Sales Culture
- Ensure that training and quality drive revenues for the group.
- Training for reservations should focus on sales techniques to capture all revenue creating opportunities, e.g. Selling / Upselling / Cross selling / Suggestive selling.

POSITION QUALIFICATIONS

Mandatory:
- Minimum of University Degree in any discipline
- Professional presentation of self
- Proficiency in English (oral and written)
- Previous experience as a Trainer
- Excellent communication and interpersonal skills
- Leadership qualities with ability to motivate work force

Highly Desirable:
- Human Resource / Training Diploma
- Call Centre Certification (CIAC or COPC)
- Human Resource, Hotel, or Contact Centre background/experience 举报 分享

香格里拉酒店管理集团介绍
  香格里拉酒店集团于1971年在新加坡创立，并在当地开办了间豪华酒店。时至今日，集团以香港为基地，在亚太、加拿大以及中东各主要城市经营超过80间豪华酒店及度假酒店。
集团也统一设立了两大客户体验&流程优化中心（Customer Engagement &Process Transformation）简称为CEPT，为全球香格里拉客户及香格里拉会员提供全天候的热线服务。

香格里拉客户体验&流程优化中心-中国（CEPT-CN）成立于2013年3月13日，直属于香格里拉管理集团， 毗邻广州国际会展中心，坐拥秀丽的绿茵庭院的广州香格里拉大公司内，拥有超过500平方的宽敞明亮的办公区域，设施完备的全球预订系统，主要负责来自中国区大陆、香港、台湾及澳门客人的电话及邮件的客户服务，为香格里拉的尊贵客人提供全球香格里拉公司与度假公司预订服务、香格里拉贵宾金环会会员服务并提供最优惠房价的保证。
     香格里拉酒店集团香格里拉客户体验&流程优化中心（中国）虚席以待，职位充满挑战，应聘者需工作积极主动，成熟稳重。香格里拉酒店集团现正在亚洲、中东、欧洲及北美地区扩展业务，这意味着香格里拉酒店集团为有工作热情的仁人志士提供更多就业机会，我们将在集团内部为您提供充足的职业发展机会。


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