黔南招聘

职位描述：
岗位职责:
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 house keeping 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 training;
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.

岗位要求：
1) Min.8 years operations manager experience with 100+ team;
2) Project Management skill. Domestic Client relationship management experience
3) KPI/Finance skill. 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.

Strong English skills:
1) Client relationship management, Problem determination and be able to make crisp action plans;
2) People Management - Facilitate a healthy and a motivating environment;
3) Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
4) Understanding and Focus on Business Controls / Process adherence and Compliance;
5) Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
6) 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 centre industry OR;
2) Sales Management Experience with IT industry;
3) An understanding of smart phone or electronic device hardware and software.
工作时间：
早九晚六，周末双休
薪资福利：
1） 员工享有基本工资+餐补；
2） 享有带薪年假高达5-15天，婚假，产假/陪产假
3） 按国家政策缴纳社会保险和住房公积金，商业保险, 每年公司组织大型体检等福利
4） 工作环境舒适，五星级年会，每个季度有团队建设活动
5） 职业前景：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
6） 内部推荐奖金：推荐员工入职满一个月即可拿到内部推荐奖金
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。

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。