Account Manager- 客服经理
大连天立软件有限公司
- 公司规模：150-500人
- 公司性质：民营公司
- 公司行业：计算机软件
职位信息
- 发布日期：2016-12-04
- 工作地点：苏州-工业园区
- 招聘人数：10人
- 语言要求：英语 熟练
- 职位月薪：10000-14999/月
- 职位类别：客服经理
职位描述
职位描述：
General Description of Duties
? Team Manager responsible for the day to day operations of a team of 15-18 representatives.
? Supervises team in accordance with company policies and procedures.
? Manages systems and processes to meet program productivity and quality goals.
Primary Job Responsibilities:
- Monitor team performance by way of goal planning, process adherence, daily reviews and review of the KPIs
- Establish team goals and conduct performance appraisals
- Complete reports / data analysis, action planning & execute business plans
- Attain all efficiency metrics of the program as defined by the contract
- Attain all quality metrics as determined by the contract
- Develop consultants by using tactical coaching/ feedback and providing ongoing training
- Schedule and conduct team meetings and provide constant communication on product and policy updates
- Create and support programs that encourage employee engagement
- Communicate with management on potential attrition
- Partner with HR in disciplinary issues with consultants including and up to termination recommendations
- Ensure ongoing training and knowledge support to front line staff to continually improve performance of the program
- Support Team Managers and Consultants by providing back-up floor assistance to answer questions
- Take top level customer escalations to provide product, administrative and technical issue resolution
Skills/Education:
- Associate or Bachelor’s Degree in Business with 3-5 years of supervisory experience preferred
- Knowledge of program’s processes, procedures and technology with focus on meeting KRA and client metrics.
- Must be self motivated, detail oriented, organized and flexible with the ability to learn client driven material.
- Demonstrates ability to work in a team environment accepting responsibility for decisions and how results may impact team.
- Strong written and verbal communication skills.
- Proficient in Microsoft Office, internet, basic PC and keyboarding skills with the ability to type 30 wpm and to use
- Multi-task applications as required.
- Ability to adhere to policies and procedures.
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General Description of Duties
? Team Manager responsible for the day to day operations of a team of 15-18 representatives.
? Supervises team in accordance with company policies and procedures.
? Manages systems and processes to meet program productivity and quality goals.
Primary Job Responsibilities:
- Monitor team performance by way of goal planning, process adherence, daily reviews and review of the KPIs
- Establish team goals and conduct performance appraisals
- Complete reports / data analysis, action planning & execute business plans
- Attain all efficiency metrics of the program as defined by the contract
- Attain all quality metrics as determined by the contract
- Develop consultants by using tactical coaching/ feedback and providing ongoing training
- Schedule and conduct team meetings and provide constant communication on product and policy updates
- Create and support programs that encourage employee engagement
- Communicate with management on potential attrition
- Partner with HR in disciplinary issues with consultants including and up to termination recommendations
- Ensure ongoing training and knowledge support to front line staff to continually improve performance of the program
- Support Team Managers and Consultants by providing back-up floor assistance to answer questions
- Take top level customer escalations to provide product, administrative and technical issue resolution
Skills/Education:
- Associate or Bachelor’s Degree in Business with 3-5 years of supervisory experience preferred
- Knowledge of program’s processes, procedures and technology with focus on meeting KRA and client metrics.
- Must be self motivated, detail oriented, organized and flexible with the ability to learn client driven material.
- Demonstrates ability to work in a team environment accepting responsibility for decisions and how results may impact team.
- Strong written and verbal communication skills.
- Proficient in Microsoft Office, internet, basic PC and keyboarding skills with the ability to type 30 wpm and to use
- Multi-task applications as required.
- Ability to adhere to policies and procedures.
职能类别： 客服经理
公司介绍
天立集团是中国领先的专业IT服务商，员工总人数超过500人。天立集团总部位于深圳，在大连、上海、武汉、成都都设有分支机构。大连天立软件有限公司和大连天立人力资源有限公司是天立集团在大连的分支机构。天立软件有着经验丰富的的管理团队，强大的技术和资源管理系统。对行业的深入了解、优秀的人才储备以及良好的客户关系，奠定了大连天立软件在本地服务市场的优势地位。天立软件专注于为金融服务、石油电力、电信、物流、交通等行业提供IT服务，使telisoft成为行业优秀的IT解决方案和服务供应商。