某世界500强快消外企招呼叫中心副总监
北京速捷科技发展有限公司
- 公司性质：民营公司
- 公司行业：互联网/电子商务
职位信息
- 发布日期：2013-07-11
- 工作地点：上海
- 招聘人数：1
- 工作经验：十年以上
- 学历要求：本科
- 语言要求：普通话精通
英语熟练 - 职位类别：客服总监(非技术)
职位描述
1、Responsible for developing overall quality management system to align with call center strategy and business priorities.
2、Lead regional QA team to implement quality management plans, make necessary analysis for continuous quality improvement.
3、Optimize QM process and call script to improve CSR soft skills, deliver better customers experiences and achieve 93% CSAT target.
4、Conduct PG product knowledge survey, provide training to help establish professional PG team.
5、Lead regional training team, design training plan, organize and co-ordinate internal/external resources to deliver trainings to new and existing CSR, in order to ensure high operational performance, achieve medical background CSR to 50%.
6、Utilize E-learning system to optimize and perfect the training curriculum and improve training effectiveness and efficiency.
7、Setup CSR and officers’ performance evaluation process, make high potential CSR plan for career path development. Motivate them and train up to operation leaders to enhance team moral.
8、Lead data analysis team to find improvement opportunity from performance data and implement the action timely to improve volume forecast accuracy, mama class invitation quality.
9、In charge of payroll administration and smooth communication with regional CR managers to make sure payroll is accurate. (C&B, OT, Incentive, special payment, etc)
10、Establish and develop effective recruiting channels in response in-house call center setup to recruit qualified CSR on time.
11、Develop CRM & CTI system to meet improving business needs for customer & data analysis, optimize standard operational procedure to generate report & help improve team efficiency.
2、Lead regional QA team to implement quality management plans, make necessary analysis for continuous quality improvement.
3、Optimize QM process and call script to improve CSR soft skills, deliver better customers experiences and achieve 93% CSAT target.
4、Conduct PG product knowledge survey, provide training to help establish professional PG team.
5、Lead regional training team, design training plan, organize and co-ordinate internal/external resources to deliver trainings to new and existing CSR, in order to ensure high operational performance, achieve medical background CSR to 50%.
6、Utilize E-learning system to optimize and perfect the training curriculum and improve training effectiveness and efficiency.
7、Setup CSR and officers’ performance evaluation process, make high potential CSR plan for career path development. Motivate them and train up to operation leaders to enhance team moral.
8、Lead data analysis team to find improvement opportunity from performance data and implement the action timely to improve volume forecast accuracy, mama class invitation quality.
9、In charge of payroll administration and smooth communication with regional CR managers to make sure payroll is accurate. (C&B, OT, Incentive, special payment, etc)
10、Establish and develop effective recruiting channels in response in-house call center setup to recruit qualified CSR on time.
11、Develop CRM & CTI system to meet improving business needs for customer & data analysis, optimize standard operational procedure to generate report & help improve team efficiency.
公司介绍
北京速捷科技发展有限公司诚聘