500强外资招聘：呼叫中心主管/电话客服主管/电话客服
上海万宝盛华人力资源有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2013-09-04
- 工作地点：北京
- 招聘人数：若干
- 工作经验：二年以上
- 学历要求：高中
- 职位类别：客服主管(非技术) 咨询热线/呼叫中心服务人员
职位描述
工作描述：
- Supervise and coordinate activities of team of Customer Service Representatives, with a focus on achieving superior client satisfaction.
- Establish and monitor individual team member performance against established goals.
- Take appropriate action when necessary.
- Plan, prepare and devise work schedules, in accordance with budget and workload demands.
- Monitor call reporting and forecasting to manage staffing and call routing to aggressive SLAs.
- Hire and discharge employees.
- Conduct new hire training.
- Interpret and communicate work procedures and company policies to staff.
- Uniformly enforce policies and procedures and take appropriate actions to correct violating conduct.
- Observe and monitor CSR performance to ensure quality service is being provided to our customers.
- Coach, provide feedback and develop CSRs.
- Serve as point of escalation for complex customer issues to assist in timely and effective resolution.
- Communicate with other departments and management to resolve problems and make recommendations on process and tool improvements.
- Assist in processing customer requests when service levels are in jeopardy.
- Update management with information pertaining to observations, changes, trends, etc.
- Participate in special projects as assigned by the Sr. Global Operations Manager.
- Performs other related duties as required.
职位要求：
- perience and Background:
- Previous management/supervisor experience in a Call Center environment.
- Strong knowledge of customer service techniques and practices, including reporting and SLAs.
- Ability to multi-task, while maintaining a strong attention to detail.
Past experience in facilities management environment desired.
- Strong phone and customer service skills.
- Positive and upbeat attitude.
- Excellent command of the English language in both written and oral forms.
- Exceptional communication and interpersonal skills.
- Ability to identify and meet customers’ needs and requirements.
- Ability to work under pressure and adapt to change.
- Working knowledge of PC’s and packaged software.
- Education:
- High school diploma or GED equivalent.
- Some college preferred.
- Supervise and coordinate activities of team of Customer Service Representatives, with a focus on achieving superior client satisfaction.
- Establish and monitor individual team member performance against established goals.
- Take appropriate action when necessary.
- Plan, prepare and devise work schedules, in accordance with budget and workload demands.
- Monitor call reporting and forecasting to manage staffing and call routing to aggressive SLAs.
- Hire and discharge employees.
- Conduct new hire training.
- Interpret and communicate work procedures and company policies to staff.
- Uniformly enforce policies and procedures and take appropriate actions to correct violating conduct.
- Observe and monitor CSR performance to ensure quality service is being provided to our customers.
- Coach, provide feedback and develop CSRs.
- Serve as point of escalation for complex customer issues to assist in timely and effective resolution.
- Communicate with other departments and management to resolve problems and make recommendations on process and tool improvements.
- Assist in processing customer requests when service levels are in jeopardy.
- Update management with information pertaining to observations, changes, trends, etc.
- Participate in special projects as assigned by the Sr. Global Operations Manager.
- Performs other related duties as required.
职位要求：
- perience and Background:
- Previous management/supervisor experience in a Call Center environment.
- Strong knowledge of customer service techniques and practices, including reporting and SLAs.
- Ability to multi-task, while maintaining a strong attention to detail.
Past experience in facilities management environment desired.
- Strong phone and customer service skills.
- Positive and upbeat attitude.
- Excellent command of the English language in both written and oral forms.
- Exceptional communication and interpersonal skills.
- Ability to identify and meet customers’ needs and requirements.
- Ability to work under pressure and adapt to change.
- Working knowledge of PC’s and packaged software.
- Education:
- High school diploma or GED equivalent.
- Some college preferred.
公司介绍
Manpower是全球弹性用工和长期人才解决方案的领导者，致力于提供商业所需的灵活用工方案。通过我们值得信赖的品牌形象，为客户构建人才库，快速满足客户的人力需求。并时时评估和发展我们雇员所拥有的技能，使他们拥有与时俱进的技能，按时保质出色地完成每一项工作。
我们提供企业人才培养服务。我们根据企业人才发展战略、岗位职能等设计人才培训系统方案，使人岗合一、展现个人魅力。在实现个人、团队、公司目标的同时，提升个人全面技能，达到企业可持续发展，使企业及个人在风云变幻环境中成为赢家。
我们提供企业人才培养服务。我们根据企业人才发展战略、岗位职能等设计人才培训系统方案，使人岗合一、展现个人魅力。在实现个人、团队、公司目标的同时，提升个人全面技能，达到企业可持续发展，使企业及个人在风云变幻环境中成为赢家。