黔南招聘

职位描述：
Job Responsibilities
1)Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support;
2)Complete end to end responsibility of account delivery;
3)Responsible for delivering against client SOWs and SLAs;
4)Operations leadership for establishing processes, metrics identifications and reporting;
5)Ensure roll out of all center standards on Quality, Controls & Compliance and all pertinent housekeeping items for the account;
6)Deliver to the Continuous Improvement Objectives for the account;
7)Understanding and deploying appropriate CONCENTRIX tools and assets;
8)Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction;
9)Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
10)Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery;
11)Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and trainin;
12)Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met;
13)Responsible for working with the cross functional teams to ensure successful delivery of the account managed;
14)Ensure 100% compliance of all controls by the delivery team;
15)Produce timely and effective client reports and CONCENTRIX internal management reports to present the performance of the account;
16)Ensure delivery of the account per the contract and DOU signed with the customer;
17)Build and develop effective working relationship with the account Pes;
18)Constantly look for and create opportunities of growth of the account

Job Requirements (skills/experiences)
1)7+ years working experience, experience with outsourcing business will be a plus;
2)Experience in managing a large account, with 200+ people, Excellent management skills;
3)Financial Acumen, having experience in managing P&L / costs for the account;
4)Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports;
5)Strong English or Japanese (near native / native) skills;
6)Client relationship management , Problem determination and be able to make crisp action plans;
7)People Management - Facilitate a healthy and a motivating environment;
8)Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
9)Understanding and Focus on Business Controls / Process adherence and Compliance;
10)Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
11)Some experience with transition and project management concepts / methodology is preferred.

Qualifications (Education/Major/Certificates)
Six Sigma Green Belt, PMP

Additional information
Preferred:
1)Experience within the contact center industry;
2)Sales Management Experience with IT industry;
3)An understanding of smart phone or electronic device hardware and software

薪资福利：
1)第13个月固定奖金；
2)享有带薪假期10-12天，婚假，产假；
3)公司按国家政策为员工缴纳六险一金，每年公司组织大型体检等福利；
4)舒适的工作环境，不定期的公司、团队活动；
5)公司提供全方位的技能培训如：职前培训、在职培训、晋升培训，为员工提供通畅的晋升通道。

保密承诺： Concentrix 对收集的应聘人员个人信息资料，严格遵守 Concentrix 个人信息保护管理体系的相关管理制度和员工保密协议，对应聘人员提供的个人资料保守秘密，严防丢失、泄露、损毁的事件发生。
使用目的仅限于与应聘人员联络、考核及入职后的管理之用，如未被录用的在 Concentrix 内部销毁绝，不用于它途。 举报 分享

Concentrix（纳斯达克股票代码：CNXC）是一家领先的科技型全球商业服务公司，专门为包括超过95家全球财富500强客户，和超过90家全球颠覆性高增长客户在内的全球品牌，提供客户参与提升和业务绩效改善服务。每一天，我们来自全球6大洲、40多个国家的员工都在交付优质的客户体验，帮助客户公司更好地与消费者建立连接。

我们创造更好的业务成果，并通过技术、设计、数据、流程和人员帮助我们的客户脱颖而出。Concentrix为关键垂直行业的客户提供服务：科技和消费电子、零售、旅游和电子商务、银行、金融服务和保险、医疗保健、通信和媒体、汽车，以及能源和公共部门。

迄今为止，Concentrix中国已拥有大连、重庆、佛山、北京、上海、深圳、苏州、贵阳和西安9个运营、开发与销售中心，在职员工超1万人。在保持全球一致性的同时，我们能够兼顾中国地区的市场差异，为多个国家和地区的客户提供消费者互动解决方案，涵盖客户关系管理、商业分析与洞察、流程自动化、财务与资产管理、咨询、IT服务、技术资产、数字化营销等多项服务。