上海招聘

Position: Call Center Client Operations Manager

Location: Shanghai

Responsibilities:


· Provides full accountability and leadership for the client engagement

· Prepares the annual budget and business plan for the engagement, coordinates with the account manager for the account plan

· Signs off on the training /certification methodology at the engagement level to ensure right skilling

· Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)

· Responsible for the engagement training plan to ensure competency development across domain, operations and behavioral

· Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, performance and relationship health

· Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement

· Creates the scorecard for the engagement and ensures alignment of the team with the engagement objectives

· Conducts periodic reviews with ops managers and drives corrective action where required

· Anchors the key internal and external governance meetings, monitors adherence within engagement to sustain delivery predictability

· Responsible to build effective knowledge repository for t he engagement.

· Engages with the key client stakeholders on areas of improvements and commits resources to enhance customer satisfaction


Requirements:

· A minimum of 8 years of experience in Customer Service functions and handling P&L responsibility

· Deep domain knowledge of Customer Service/Voice processes

· Deep understanding of Contact Center process and business metrics including best practices and benchmarks

· Experience in the use of Analytics and Problem Solving tools/approaches

· In-depth knowledge of Quality Tools and Techniques to drive continuous improvement

· Ability to anticipate customer needs and provide solutions in line with customer expectations

· Performance oriented - Ability to drive performance to stretch targets

· Excellent relationship management skills - coordinating with different functions and client contacts to provide customer delight

· Exposure to process risk management

· Excellent people skills

· Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win-win situations

· Fluent in English


Apply for this job

To apply for this position, please send your resume to hr@otconsultancy.com

Orange Tree Consultancy is an international Investment Holding company representing a group of companies in the software & services sector and telecom sector. Our clients are now embarking their long-term growth strategy in China and are seeking the following professionals to be part of their Organization in China.