广州招聘

JOB SCOPE:

The Intraday Support Specialist/Central Operations Team holds the responsibility for maintaining the balance of CCC metrics and those of Intraday Operations. Within this role, the Support Specialist will help to facilitate any required tactical adjustments at the CCC level to help achieve performance requirements for all vital metrics, including Hierarchy goals for both Service Level and Abandon rates, Occupancy, DOPA, and Calls to Hours while balancing the goals of the CCC with the Central Operations goals. The Intraday Support Specialist is responsible for maintaining the relationship with key CCC management functions in order to best represent the needs of the center while working to achieve the overall goals. Required to coordinate the work of others when is assigned.

日内支持专员/中央运营团队专门负责维持客服中心工作量度标准平衡以及日内运营工作. 身为此职位,支持专员将协助促进任何客服中心工作策略性的调整, 以达到所有中心重要量度标准的工作要求, 包括我们集团目标的客户服务水准, 放弃率, 占用率, DOPA和每小时电话通数; 同时协调客服中心的目标与中央运营团队的目标, 使之平衡.日内支持专员还负责维持与主要客服中心管理层职责的关系, 以在达到整体目标的同时最好地体现中心的需要.当有安排时需要与其他人协调合作.

PRINCIPAL DUTIES & RESPONSIBILITIES

主要职责：

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ 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.

§ Help with contingency planning.

协助规划应急计划

§ Flexibility to schedule rotation with peers.

具备与同事相互替代日程表的灵活性.

§ Scheduling

班表，人手安排

§ Forecasting

电话量的预测

SUPERVISION EXERCISED:

Direct Supervision:

§ Supervisor, CCC Intraday Support

Indirect Supervision:

§ Manager, Intraday Operation

监督方式:

直接监督:负责人,客服中心日内支持

间接监督:经理,日内运营.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

详细工作知识, 技能与能力要求

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

该人应具备以下知识,技能与能力, 并能够结合使用一些其他领域知识, 技能与能力来解释并证明他或她能够履行此职位的主要职责, 无论是否有合理的调节.

§ Intraday operations and procedures.

日内运营与操作步骤.

§ CCC operations and procedures

客服中心运营与操作步骤

§ 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.

§ 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.

§ Problem Solving.

解决问题.

§ Adaptability

适应能力

§ Communication, written and verbal, across levels.

贯穿各级的书面与口头交流.

§ Multi-tasking.

多任务性.

§ 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.

§ Ability to work under intense pressure and scrutiny.

能够在严密的压力与监督下工作.

MINIMUM REQUIREMENTS:

基本要求：

Education: College degree or equivalent work experience

学历: 大学学士学位或有同等工作经验.

Experience: 3-5 years contact center experience

工作经验:3-5年客服中心经验.

Good command of spoken and written English

熟练的英语听说读写能力

Licenses or Certificates: NA

执照或证书: 不必要

Please Note: This job description is not an exclusive or an exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.

请注意: 这份职位描述并非一个在职员工总是贯彻的全面,繁琐的总工作职务清单.

RESPONSIBILITY AND AUTHORITY:

责任与授权：

Employee Relations

员工关系：

Must be able to deal effectively with all levels of management and support staff. Maintains good rapport and interacts on a daily basis with Starwood Data processing and Systems personnel.

§ 必须能够提供包括管理层及其它同事在内的各个级别的有效合作，保持与喜达屋数据处理和系统管理员的良好沟通与协作。