上海招聘

Job Responsibilities:

Performance:

? Understand the scope and objectives of the project ensuring successful achievement of targeted performance goals.

? Develop procedures and process to establish an effective workflow of the project

? Make sure all necessary operational reports are available for client and internal reviewing, and analyze the reports to identify opportunities for improvement

? Conduct regular meetings effectively to discuss the operations issues, document meeting minutes and action items

Client relationship:

? Coordinate with client from operations perspective and ensure client satisfaction

Project financial performance:

? Responsible for team budget planning, review gross margins reports on a monthly basis, and identify rooms for better profit margin

Staff Development

? Provide support and guidance to call center supervisors and team leaders on daily operations issues

? Coach and develop call center supervisors and team leaders to ensure they have sufficient skills and knowledge carry out job duties pertaining to the project

? Monitor and review performance of supervisors and CSRs and provide feedback to them

Team building

? Establish motivational organism to main high team morale and drive a high level of performance.

Internal coordination:

? Coordinate with support functions including IT, facility, training and HR to ensure the team has sufficient resources to complete tasks.

Requirements

Skills:

? Fluent English skills both verbal and written

? Proven ability to effectively lead management team members

? Excellent team building skills

? Ability to clearly communicate at all levels

? Demonstrated effective utilization of proper operations and employee management practices

? Knowledge of employee recognition and reward practices

? Ability to motivate teams and drive peak performance

? Effective time management skills

? Solid knowledge of call center management tools including call monitoring skills, coaching, telephone technology, etc.

?

? Proficient in MS Office tools

? Knowledge of shift management

? Strong conflict and problem solving skills

? Ability to perform duties with integrity, accountability and professionalism

? Enthusiastic, outgoing, driven and motivated individual

Experience:

? Proven record of success in customer service team management

? Minimum of 5 years of call center experience with a minimum of 3 years managerial experience

Education:

? Bachelor's degree required

维音简介
作为全球优质的一站式客户联络中心解决方案与服务提供商之一，维音致力于集成先进的技术和精细化管理，打造科技赋能的客户联络中心。目前，维音在全球已拥有40余处交付中心，广泛分布于亚洲、北美洲、欧洲、中美洲等地区，提供超25语种服务，服务业务领域包含新兴科技、电子商务、品牌零售、银行金融、汽车等20余行业。
维音以云联络中心平台、人工智能、客服外包为核心主业，持续加大科技投入，增强科技赋能的水平与成效，努力实现让顾客体验温暖，让员工持续成长的使命，为行业发展做出贡献，让更优质联络服务触手可及。

如在提交企业信息字数不够时，可增添以下信息，如字数够，以上维音简介即可。
？    价值观
诚信、创新、卓越、合作
？    使命
让顾客体验温暖，让员工持续发展
？    愿景
科技创新服务，让联络更智能
？    社会责任
我们致力于打造行业标杆，创造社会价值：
？    我们推进绿色运营，加强企业精细化管理，致力于打造持久可靠的健康安全环境和低碳环保的绿色职场工作环境，推动可持续发展；
？    我们始终秉持诚信立企，坚守合规经营，恪守商业道德，遵守适用的法律法规，营造一个更富成效的服务体系；
？    助力员工持续成长，为员工提供全面的培训与发展体系、安心的工作环境以及完善的福利与关怀举措，鼓励每位员工用自身行动去诠释社会使命和职业担当，与员工共享可持续发展价值；
？    与客户、合作伙伴建立长期稳定的合作关系，一起携手推进健康安全理念和管理水平的不断提升，协同成长形成互信、稳定、可持续的“共赢”关系，共创价值。