上海招聘

Job Description:

• Supervises QA and Training analyst and leads
• Understanding of budgeting and staffing maintaining requirement within the TP One ratio
• Manages quality improvement processes
• Understands call center trends and reporting
• Strategic and visionary in approach to issues; innovative problem solving skills
• Working knowledge of company financial objectives
• Customer service driven
• Ability to build strong client/customer/staff relationships
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Primary point of contact relative to QA and Training processes, tools and staff.
• Develops and ensures daily execution of QA processes and support to the QA Sup/Leads for each site/program.
• Provides data intelligence relative to team-wide behavior opportunities. Leads QA improvement initiatives in conjunction with operations, training and acct management
• Performs other related duties and assignments as required and as assigned
• To ensure that all classes and trainers meet client standards and expectations as they have outlined and continue to outline for pre- and post- training.
• Monitor the performance of the Assistant Mangers, Trainers and be responsible for reporting their observations and feedback directly to the Senior Training Manager.
• Attend meetings with resource and business units
• Come up with strategies to manage attrition in the classroom
• Manage training needs and escalated issues related to training
• On-board newly hired Trainers
• Accomplish trainer and QA analyst scorecards
• Over-all in charge of the process excellence playbook and maintain that SOP are strictly followed

Required Skills

• Three (3) to Five (5) years call center management experience preferred
• Excellent oral and written communication skills
• Strong Match and Analytical Skills
• Monitoring Productivity Management
• QC Tools Know-How
• Root Cause Analysis
• Metric Correlation Analysis
• CSAT Deep Dive Analysis
• Pareto Diagrams
• Cause & Effect Diagrams
• Histograms
• Check Sheets
• Graphs
• Control Chart
• Scatter Diagram

Teleperformance是数字集成业务服务领域的全球领先集团，全球超过30万员工，是许多行业中***公司的战略合作伙伴。集团于2007年进入中国，是专业数字集成业务服务商，BPO服务商，及外包客服中心领域的专家；公司提供三个广泛的高价值解决方案系列：客户体验管理，后台服务和业务流程知识服务，通过TAP（Technology技术，Analytics分析，Process Excellence卓越流程）帮助企业更高效更智能的运营，提升业务成果。在客户体验管理服务方面，目前在中国运营了6个联络中心，分别在北京、西安、南宁、昆明、佛山以及上海，为各行各业的企业客户提供客服中心服务；可提供13种语言与方言服务（包括普通话，粤语，英语，法语，西班牙语，丹麦语，印尼语，日语，韩语，泰语和越南语等），覆盖15个垂直行业。