湖州招聘

职位描述：
Job title: Operation Manager
Function: Product & Operations
Reports to: Head of Operation
Sub Function: China JV
Location: Shanghai, China
Job purpose: Provides vision, leadership, and guidance to Service Center Team and associates in the key operating areas through performance and goal setting. Clearly defines team goals and expectations. Develops tactical plans to reach these goals. Manage the daily operations of Customer Service Center of Thomas Cook China. Ensure the Service Center meets agreed service levels, statistics and targets set out by management team.
Key accountabilities and decision ownership:
? Monitor Team for daily operated working in Outbound business.
? Determines training requirements.
? Review and check work of subordinates such as reports, records, and applications for accuracy and content and correct errors.
? Improving customer satisfaction.
? Responds to escalated inquiries, complaints, and disputes from customers.
? Improve Team member’s operational, business understanding and skills. Develop personal development plans for each team member.
? Handle Key account or VIP case
? Customer relationship improvement
? Daily working support to Head of Operation Skills, know-how and experience [max 8]:
Must have:
? An understanding and interest in the Chinese Tourism Industry
? Fluent Mandarin and a good command of English
? Minimum of 5 years of experience in the Service/Call center environment.
? Minimum of 2 years of experience as a senior Team Leader/Supervisor
? Junior management experience
? Immaculate telephone manners and communication skills
? Must have a strong track record of evaluating, analysing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance
? Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
? Must be able to handle multiple projects and effectively manage different timelines
? Passionate, enthusiastic and analytical
Preferred:
? Experience of working in the travel industry
? Certificate of Tour Leader/Tour Guide
Technical / professional qualifications:
? Bachelor or above 举报 分享

上海复星高科技（集团）有限公司诚聘