黔南招聘

职位描述：
The CRM Delivery Manager is a first line management position responsible for influencing departmental strategy and managing the daily operations of a services or support department, function or business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet CONCENTRIX’s standards for quality, productivity and customer satisfaction. Responsibilities include management of non-exempt and exempt non-management personnel, recruiting, staffing, training, maintaining the quality of all customer communications, maintaining productivity standards, scheduling resources, handling customer escalations, managing special assigned projects, managing support programs such as call observation or resource scheduling. They manage staffing levels and quality of service to meet business objectives and customer requirements. Directs service operation consisting of contact centre and quality management functions which have significant impact on the business unit operation; identifies need, develops, implements, monitors and improves systems and procedures required for the centre’s efficient and professional operation. They assume additional responsibilities as assigned.

Skills
Environment
1.Has broad professional knowledge of marketing, business administration, business operations;
2.Substantial experience in marketing, marketing support, telecommunication, call centre management or customer services ;assignments. In addition, requires advanced knowledge of CONCENTRIX business and service policies, practices, procedures and business processes;
3.Understands resources, priorities, needs and policies at the organisation level;
4.Experience in dealing with higher management (internal and client);
5.Experience in developing changed processes and procedures and their implementation for a variety of CRM services;
6.Experience in working in a service driven, customer focused environment;
7.Is very familiar with CRM systems and tools and related control requirements.

Communication/Negotiation
1.Negotiates with clients and internal functions effectively and is able to influence the decision making process;
2.Has frequent contacts with senior management (client and internally) to handle negotiations of specified business objectives;
3.Has regular external contacts to exchange information, provide assistance, or resolve complex problems;
4.Regularly addresses issues with sponsors, client management/executives over service delivery, relationships and other satisfaction issues;
4.Is able to recommend alternative approaches based on in-depth comparison.

Problem Solving
1.Anticipates potential problems and future trends related to functional objectives, including changes to business processes, operational standards or support offerings;
2.Leads team in development and implementation of solutions that affect customer satisfaction and meet the contractual requirements;
3.Manages the development and implementation of productivity initiatives and operation strategies to meet established quality, productivity and customer satisfaction requirements;
4.Continually and proactively strives to simplify, standardise and improve processes locally and internationally.

Contribution/Leadership
1.Displays and communicates vision of function mission and has responsibility for interpretation of division guidelines/policies;
2.Recommends/develops functional procedures and recommends functional guideline changes/revisions;
3.Exercises some authority in defining and deciding on tools, processes priorities and resources within the scope of business unit objectives;
4.Leads operational activities in department consisting of non-exempt and/or exempt employees and defines and decides business objectives;
5.Ensures operating procedures are maintained, understood and followed by team;
6.Continually considers improvement opportunities and encourages the team to do the same;
7.Continually improves own people management skills and encourages team leaders to do the same;
8.Coaches and supports team leaders to ensure that they can perform their roles efficiently and effectively;
9.Performs the role of a people manage;
10.Provides CRM-related guidance to peers, clients and other non-CRM functions;
11.Provides clear and concise management reports and memorandums;
12.Works independently with medium management guidance;
13.Is in regular contact with senior site financial and line management.

Impact on Business/Scope
1.Is accountable for overall success of projects or programs involving own operations;
2.Has direct budget control for (a large) department(s);
3.Decisions impact measurements and customer satisfaction at the functional or business unit level;
4.Leads efforts to identify ways to improve business results of team and/or department;
5.Analyses and recommends on problems and issues resolutions and supports efforts to improve overall financial results;
6.Acts as member of the management team to ensure the effectiveness of the operations and reports to senior management on achievement of goals or objectives.


Manage team within CONCENTRIX business control guidelines
1.Adhere to ISO certification requirements;
2.Adhere to CONCENTRIX Quality standards;
3.Track operational expenses.

Other
1.Requirement to be on call;
2.Requirement to work on a flexible basis;
3.Requirement to work evenings, weekends and public holiday as required;
4.Domestic and international travel may be required.

福利待遇：
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。