南京招聘

Job Family: Service
Discipline: Team Management
Role Title: Team Manager


Purpose Of Role:
The role holder is primarily responsible for the management of a mix of high volume straightforward products. He/she manages, leads, and motivates a team of Team Members who perform routine, clearly defined operational processes in a highly scripted high volume services environment. Key objectives are customer satisfaction, revenue collection and high quality of service.

Key Responsibilities:
To own the customer relationship through a team of Team Members.
To demonstrate good knowledge of BT products and processes within own product areas.
To build and maintain internal relationships across own organisation, and where appropriate, the wider unit.
May act as the first escalation point for customer or internal issues.
May be involved in providing information at a local level with trade unions.
To demonstrate awareness of BT’s strategy and good knowledge of unit strategy.
To coach Team Members on processes and procedures for own products and ensure compliance targets are met for own team.
To meet all people related targets.
To communicate operational plans as it applies to the team, to manage work volumes within the team and report on productivity and other measures as required.

Business Impact:
Impact relating to customer satisfaction and performance management is short-term, but with high accountability.

Authority/Decision Making:
Ensures delivery of an excellent customer experience in all customer contacts within team.
Develops a plan to meet agreed targets and budgets so that team operates at minimum cost and maximum benefit.
Acts as first level for customer escalations for own product area, and acts as a positive change agent.
Follows standard procedures for escalations, or refers on to Centre Manager, and implements process improvements within own team.
Follows standard processes for the majority of problem solving issues.
Takes responsibility and accountability for managing people, resource, targets and performance of a team so that all customer satisfaction, quality of service to customer, revenue, debtor control, cost and productivity targets are achieved whilst minimising the number of complaints.

Qualifications:
N/A.

Skills/Experience:
Ideally some experience as a line manager, or significant experience as a Team Member within the organisation, or a new entrant graduate.
Excellent coaching skills.


Please send your CV to: hr@otconsultancy.com

Orange Tree Consultancy is an international Investment Holding company representing a group of companies in the software & services sector and telecom sector. Our clients are now embarking their long-term growth strategy in China and are seeking the following professionals to be part of their Organization in China.