广州招聘

MAIN RESPONSIBILITY

· Conduct KB usability survey

· Establish KB maintenance team

· Develop process for content creation/validation/approval/update

· Enhance KB content & structure

· Measure KB usability performance (metrics: utilization rate, content coverage, user feedback)

· Assist with the development of training and documentation to encourage use of knowledge resources

· Other task assigned by immediate supervisor.

· 5-8 year’s working / management experience in customer service or contact center industry

· Person at minimum a DCCM level of expertise that is able to formulate solution based on client requirements and our capabilities, coordinate and manage execution across sites with relevant expertise managers

· Able to monitor and report progress of projects and ensure it matches with the solution design and plan, and make relevant adjustments as appropriate. Also able to present back to the client side on the progress and seeking inputs.

· Understanding of knowledge processes and structure

· Excellent computer skills preferably with experience with database and website management

· Strong interpersonal, writing and presentation skills.

· Being flexible and able to initiate and drive changes across all levels

· Resilient and positive attitude

· Excellent team building, communication and interpersonal skills across all levels

· Good understanding of call center operations

· Proficient in spoken and written Chinese (Putonghua) and English.

· Able to travel between PCCW call center sites to ensure efficient coordination and planning of projects.