上海招聘

职位描述：
OB Call Service Supervision
- Monitor and facilitate the implementation of project plan scheduled (Around 200 campaigns with 1,000,000 call volume per year)
- Manage the survey OB calls on the implementation, monitoring, coaching and improvement implementation. Working with BMW, Vendors and BMW QC team closely.
- Verify OB Call volume forecast and track and report volume gaps
- Allocate and shift OB data between vendors based on pre-defined rules under multi-vendor approach. Reporting on service AHT(Average Handling Time) verification
- OB Call forecast collection from different department & stakeholders.
- Aftersales related service onsite supervision
- Onsite supervise the operation of the service to ensure the quality, efficiency and process compliance.
- Take immediate action on the issues which impact / will impact the service. Timely report / escalate the issues with BMW and vendor management.

o Inbound Call Service Supervision
- Monitor and facilitate the implementation of project plan scheduled and steer operational management (Around 1,000,000 inbound calls per year, 1,000,000 I-calls per month)
- Manage the survey IB calls on the change / requirements implementation, monitoring, coaching and improvement implementation. Working with BMW, Vendors and BMW QC team closely.
- Forecast volume as well as track and report shift plan management
- Reporting on service AHT(Average Handling Time) verification
- Onsite supervise the operation of the service to ensure the quality, efficiency and process compliance.
- Take immediate action on the issues which impact / will impact the service. Timely report / escalate the issues with BMW and vendor management.


o Chat Service Supervision
- Monitor and facilitate the implementation of project plan scheduled and steer operational management.
- Manage the survey Chat on the change / requirements implementation, monitoring, coaching and improvement implementation. Working with BMW, Vendors and BMW QC team closely.
- Define, optimize and propose the Chat scripts, requirements of the FAQs, align and finalize with BMW and vendors.
- Onsite supervise the operation of the service to ensure the quality, efficiency and process compliance.
- Take immediate action on the issues which impact / will impact the service. Timely report / escalate the issues with BMW and vendor management.


o Payment documentation check
- Check the accuracy of payment related documentation
- Verify workload (Man-day/ Headcount)
- Payment verification deliverables and timing

o HR progress steering
- Monitor and update the recruitment process and status, recommend improvements based on audit findings
- Monitor and measure the progress & quality of relevant trainings, e.g. soft skills training and product training etc.
- Recommend the vendors’ associate development proposal (incl. motivation and incentive plan etc.)
- Collect and ensure all of the training documents are up-to-date. Manage the training documents pool.
- Monitor the incentive to the agents based on the defined rules in the service contract with CIC vendors.
o System verification and support
- Verify, summarize and track system problems and advise improvement plans and detailed requirements and follow up improvement progress and results
- The systems will be including but not limited toCarmen, ININ, JoyIndex, Prospect Survey, KBS, Chat Manager, Telemarketing and CCC.
- Come up with new proposal for the report automation based on the operational requirements, define the business requirements and perform the User Acceptance Test.
o KPI enhancement
- KPI tracking and monitoring
- KPI results root cause analysis, interpretation and reasoning
- Maintain KPI related knowledge base
- Take action in KPI alerting and action plan
- SF out-task and outsourcing call audit
- The KPIs for CIC vendors will be provided for the final selected vendor
o Quality Control onsite monitor and support
- Monitor QC overall status
- Understand daily QC status
- Understand root cause of QC result
- Propose solution and follow up
- Work together with BMW QC team on the quality improvement for all services.
o Administration support
- Support BMW on communication of program operation under BMW’s authority to enhance the overall communication efficiency
- Collaborate with BMW QC team to facilitate enhancement of the CIC operational performance
- Optimize Communication Matrix and report day to day operational summary (incl. issues) on daily basis at required time
- Control data quality and timing of the vendors’ deliverables at required time
- Collection, verification and filling of the vendors’ deliverables at required time
- Organise the vendor’s performance review meeting and provide meeting minutes and follow up action 举报 分享

CDP是大中国区HR 外包服务供应商，现在更被客户认可为亚太区领先的HR服务机构。“领先”不仅仅指CDP依托创新高科技的HR外包解决方案，还包括了CDP在市场上所引领的趋势——在服务产品和研发上完全的投入和承诺。

我们为客户提供的是基于高科技和世界先进HR管理平台的“一站式”外包服务、HR按需服务和HR共享服务。CDP的“一站式”外包、HR按需服务和共享服务，可以帮助来自各行各业的公司更好地进行HR管理并优化管理流程。


CDP核心价值观

我们始终以客户的需求为导向，依托创新产品和服务，通过高效的团队执行力，追求卓越的致胜精神。

C－Customer 客户
以客户价值为导向

I－Innovation 创新
勇于创新的企业家精神

E－Execution 执行力
高效执行力和团队精神

以上三点构成了 CDP 的公司理念和业务实践的指导原则。作为专业人力资源整体服务提供商， CDP 对业务深厚的积累和理解，将保证我们最有效地利用资源，为您提供***品质的服务。 CDP 向客户承诺，我们的最终任务是帮助我们的客户实现企业价值和企业愿景。


CDP拥有一支实力雄厚的顾问、操作员团队。我们拥有人力资源***实践，并一贯地为客户提供高质量的HR外包服务。截止到2012年末，CDP正在为为35个行业的450,000名员工提供了人力资源外包服务。目前，我们可在全国超过230个城市提供专业的人力资源服务。

我们的服务团队和专业人员大多数拥有国内或国外服务公司或咨询公司背景，在人力资源服务行业拥有丰富的理论知识和实践经验，是服务外包、咨询及解决方案专家。三个层面的支持架构，清晰的事件追踪管理和询问应答程序，能确保最终的服务质量。CDP的所有服务流程，都通过了严格的审计，完全符合会计准则和公司行为准则的要求。遍布全国的支持服务和热线电话服务可升级成VIP服务——拥有特设的电话专线，减少客户转接和等待的时间。

注：
1，应聘者简历收集方：上海才烁人力资源服务有限公司
2，对所收集简历的处理目的：（1） 与您联络；（2） 处理您的申请，确认您是否符合我们招聘岗位的相应要求，包括评估您的资格和技能，准备面试或筛选讨论；（3）您到岗后的管理；（4）维护我们的求职人才库，以便未来的空缺职位与应聘者匹配；（5）其它法律法规允许与招聘相关的正当目的。
3，处理方式：我们将对应聘者简历进行评估筛选，向实际招聘者提供；另外，我们会将收到的纸质简历转化为电子形式存入人才库并销毁纸质信息，统一以电子形式存储管理。
4，保存期限：若您未获录用，则我们最多可能会将您的个人信息在我们的人才库中保存至相关的招聘流程结束后12个月，以尽可能多地为您提供潜在的职业发展机会；若您被录用，我们会依法保存您的个人信息至离职手续办理完毕。法律或行政法规另有要求的除外。
5，您的简历将被存储在薪得付信息技术（上海）有限公司运营管理的EcoSaaS系统中。
6，您可通过：https://appcdn.ecosaas.com/platform/agreementAndPrivacy-V2/privacyPolicy-zh.html?env=prod 行使《中华人民共和国个人信息保护法》中的相关权利。