广州 [切换城市] 广州招聘广州客服及技术支持招聘广州客服专员/助理(非技术)招聘

Intraday Support Specialist (日内支持专员) -Resources Planning /Scheduling

Guangzhou Starwood Customer Contact Center

  • 公司规模：150-500人
  • 公司性质：外资(欧美)
  • 公司行业：专业服务(咨询、人力资源、财会)  酒店/旅游

职位信息

  • 发布日期：2012-11-13
  • 工作地点：广州-天河区
  • 招聘人数：1
  • 工作经验：一年以上
  • 学历要求：大专
  • 语言要求：英语熟练
  • 职位类别：咨询热线/呼叫中心服务人员  客服专员/助理(非技术)

职位描述

Key Responsibilities:
主要职责:

1. Follow and enforce the center specific call escalating guidelines.
遵守并执行中心特定的通话紧急提升规范.

2. Understands each of the key CCC metrics, including the goal, the method of measurement and the impact to the overall operation.
理解客服中心各项重要量度标准, 包括目标, 衡量方式, 以及整体运营的效果.

3. Monitor Asia Pacific & North American CCC metrics alerting Central Operations, Operation’s Manager, Performance Developmental Leaders, and Support Desk when appropriate. Key metrics shall include: Service Levels, Occupancy, Abandon rates, Calls to Hours, and DOPA.
监控亚太及北美客服中心重要量度指标, 当恰当的时候提醒中央运营部, 运营经理, 业绩发展负责人和技术支持平台.重要量度标准是指: 服务水平, 占有率, 放弃率, 每小时电话通数和DOPA.

4. Will offer recommendations in staffing adjustments to maintain an optimal service level and occupancy to all CCC Intraday and Support Teams. This is achieved through soliciting overtime, early dismissal, team meetings and training.
提出人力调整方案, 维持完善的服务水平和占有率. 综上所述, 须为客服中心日内和支持团队征求加班, 早退,团队会议及培训.

5. TCS data Entry – Including entering Ad-Hoc overtime and schedule adjustments, helping the Supervisor, Intraday Support to process schedule bids, and entering in any exception segments into agent schedules to preserve historical integrity of daily staff position.
TCS数据输入—包括输入点对点模式的加班与日程表调整, 协助主管, 日内支持来处理投标日程表, 并在员工日程表中输入任何一个特殊状况安排, 以保持日常员工职务的历史完整性.

6. Monitoring Real Time Adherence for any schedule alarms, communicate adherence issues with PDL.
监控及提醒一切日程表的实时执行标准, 并与业绩发展负责人沟通执行标准事务.

7. Monitoring Centre Vu for any abnormalities in call arrival, and escalating appropriately
监控客服中心VU的一切来电非正常状况, 并做恰当的查证.

8. Maintaining several statistical databases and all CCC Metric reports, Including CCC Daily/Weekly/Monthly reports and Intraday Performance Reports.
维持一些统计性的数据库, 以及全部客服中心的量度标准报告. 包括客服中心每日/每周/每月报告, 和日内业绩报告.

9. Ensure that agent skilling is aligned meeting the hierarchy, by doing regular skilling audits and by troubleshooting the skilling if the hierarchy is misaligned.
有规律地审核技能划分,确保客服人员的安排达到集团整体要求, 如果集团整体要求的划分有误, 需及时发现并解决问题.

10. Routing all calls for North American and Cork; which included the covering all North American hours of operation.
为北美及爱尔兰的Cork发送所有电话, 包括在北美营业时间内所覆盖的部分.

11. Process improvement – consistent objective analysis of drivers of operational performance (whether good or not) to ensure best practices are identified and leveraged on an ongoing basis, for both the CCC and Central Operations.
改进程序处理---为客服中心和中央运营部不断地进行业绩的动因目标分析, (无论是好是坏). 以确保在一直进行的基础上查明并达到最好的做法.

12. Participate in Daily Calls to review the previous day’s performance. Being prepared to offer any statistical data and analysis.
参与每天的通话, 以回顾前一天的业绩. 时刻准备好提供任何统计性的数据与分析.

13. Help with contingency planning.
协助规划应急计划

14. Flexibility to schedule rotation with peers.
具备与同事相互替代日程表的灵活性.

15. Scheduling
班表，人手安排

16. Forecasting
电话量的预测

Requirements:
要求：

1. Education: College degree or equivalent work experience
学历: 大学学士学位或有同等工作经验.

2. Experience: 3-5 years contact center experience
工作经验:3-5年客服中心经验.

3. Good command of spoken and written English
熟练的英语听说读写能力

4. Willing to rotate overnight shift
能参与深夜班次的轮值

5. Intraday operations and procedures.
日内运营与操作步骤.

6. CCC operations and procedures
客服中心运营与操作步骤

7. Expertise in reporting sources, data definition and analytical tools such as TCS, Avaya CMS, CenterVue, Excel, and Access.
擅长于报告资源, 数据定义与分析工作, 例如:TCS, AVAYA CMS, CenterVue, Excel, and Access.

8. Working knowledge of CCC operational technologies such as TCS Workforce Management, and Avaya.
具备有关客服中心运营技术的工作经验, 如TCS 人力管理和Avaya.

9. Problem Solving.
解决问题.

10. Adaptability
适应能力

11. Communication, written and verbal, across levels.
贯穿各级的书面与口头交流.

12. Multi-tasking.
多任务性.

13. Highly motivated to succeed, including a demonstrated aggressive, professional business style.
高度积极地追求成功, 具进取, 专业的商务风格.

14. Ability to work under intense pressure and scrutiny.
能够在严密的压力与监督下工作.

公司介绍

万豪国际集团在全球 110+个国家拥有 30 个著名酒店品牌,酒店数量超过5,700 家，且还在继续发展壮大。作为世界知名的品牌，旗下拥有瑞吉、万豪，丽思卡尔顿，豪华精选、W 酒店、威斯汀、艾美、喜来登、福朋酒店，雅乐轩，源宿,Tribute Portfolio等。

    万豪国际大中华客户服务中心—广州海航大厦(Guangzhou Customer Engagement Center简称广州CEC）为万豪国际集团旗下的所有品牌服务，是一个重要的业务渠道和客户接触平台。我们关注的是中国——万豪国际在世界上最重要市场的客户需求。我们的员工主要是通过电话，邮件以及网上聊天会话的方式与客户进行交流互动。通过我们与众不同的服务，让客户在下榻酒店之前就能感受到品牌的魅力，从而建立顾客忠诚度并且扩大万豪国际集团的市场份额。

了解更多职业发展信息，请点击http://www.careers.marriott.com.cn/ ，期待您的加入！

联系方式

  • Email：dido.tong@starwoodhotels.com
  • 公司地址：上班地址：广州市天河区林和中路海航大厦