500强IT巨头 Tools and Process Specialist项目助理(职位编号：200095754)
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：2012-08-17
- 工作地点：上海
- 招聘人数：若干
- 工作经验：一年以上
- 学历要求：本科
- 语言要求：英语良好
- 职位类别：项目执行/协调人员
职位描述
Business Area Overview:
The Tools and Process Specialist is responsible for managing the regional configurations of the tools and understanding, documenting the call center core agent processes.
The responsibilities of this position involve following an existing Change Management process, collaborating with tools stakeholders to understand their requirements and translating those into tools configuration changes.
It also involves documenting and updating content related to business processes. Taking the requirements and changes from the Microsoft Tools and Process Program Managers and producing the content for use.
Roles and Responsibilities:
1 Leverage existing Change Management process, understand user requirements and manage the regional tools configuration.
2 Troubleshoot and analyze tools related issues and drive closure of issues with respective IT teams.
3 Take part in and/or drive User Acceptance Testing (UAT) amongst vendor groups to ensure quality of changes before deployment into the production environment.
4 Update tools documentation and ensure changes are communicated across all stakeholders
5 Assist with the production of documents and process flow diagrams on call center agent processes.
6 Assist with managing the changes of documentation on the call center agent processes.
7 Managing and organizing content in SharePoint, assisting with the design of the portal for simple ease of use.
8 Communicate process changes across the stakeholders; ensure agents are prepared and ready for the new process updates.
9 Provide support to remaining Business Planning and Operations functional groups as and when demand is needed. For example, provide reporting capabilities.
Qualifications:
1 1-3 years of experience working in a Contact Center environment.
2 Self-starter with excellent verbal and written skills in both Mandarin and English.
3 Pro-active in identifying problem areas and possible solutions for addressing them.
4 Be proficient in productivity tools such as Microsoft Office and have a good have had experience with the use of Microsoft Word, Outlook, Visio, Excel and SharePoint.
5 Proven history of performance excellence to include customer focus, team building and collaboration.
6 Understanding of Quality Management Framework such as COPC, Six Sigma is an advantage.
7 Have participated in small to medium scale projects and familiar with the Project Management framework is also an advantage.
The Tools and Process Specialist is responsible for managing the regional configurations of the tools and understanding, documenting the call center core agent processes.
The responsibilities of this position involve following an existing Change Management process, collaborating with tools stakeholders to understand their requirements and translating those into tools configuration changes.
It also involves documenting and updating content related to business processes. Taking the requirements and changes from the Microsoft Tools and Process Program Managers and producing the content for use.
Roles and Responsibilities:
1 Leverage existing Change Management process, understand user requirements and manage the regional tools configuration.
2 Troubleshoot and analyze tools related issues and drive closure of issues with respective IT teams.
3 Take part in and/or drive User Acceptance Testing (UAT) amongst vendor groups to ensure quality of changes before deployment into the production environment.
4 Update tools documentation and ensure changes are communicated across all stakeholders
5 Assist with the production of documents and process flow diagrams on call center agent processes.
6 Assist with managing the changes of documentation on the call center agent processes.
7 Managing and organizing content in SharePoint, assisting with the design of the portal for simple ease of use.
8 Communicate process changes across the stakeholders; ensure agents are prepared and ready for the new process updates.
9 Provide support to remaining Business Planning and Operations functional groups as and when demand is needed. For example, provide reporting capabilities.
Qualifications:
1 1-3 years of experience working in a Contact Center environment.
2 Self-starter with excellent verbal and written skills in both Mandarin and English.
3 Pro-active in identifying problem areas and possible solutions for addressing them.
4 Be proficient in productivity tools such as Microsoft Office and have a good have had experience with the use of Microsoft Word, Outlook, Visio, Excel and SharePoint.
5 Proven history of performance excellence to include customer focus, team building and collaboration.
6 Understanding of Quality Management Framework such as COPC, Six Sigma is an advantage.
7 Have participated in small to medium scale projects and familiar with the Project Management framework is also an advantage.
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。