苏州招聘

职位描述：
Summary:
Responsible for the daily one-on-one supervision and management of all Support Professionals on assigned team, typically a minimum of 15 direct reports. Ensures service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) obligations of our clients through the management of operational activity of the team. Under the direction of the Service Delivery Manager, the Team Manager implements systems and processes to achieve client-specified metrics while providing development opportunities to our Support Professionals.

Responsibilities:
Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Convergys’s mission.
Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
Under the direction of the Service Delivery Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible. (stated above already)
Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for Support Professional’s HR file. This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions.
Administer and manage payroll in accordance with company policy and procedures.
Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
Provide escalation support to Support Professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible. Ensure that the guidance is translated into coaching and effective feedback for the Support Professionals.
Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
Schedule and coordinate team activities.
Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans .
Prepare, process and conduct annual performance appraisals for assigned Support Professionals on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
Maintain open communication with all team members. Act as a resource for answering questions, resolving product and policy questions.
Partner with Human Resources to screen, interview and hire Support Professionals for contract. Ensure that effective training and mentor resources are provided for all employees.
Attend required manager development training.
Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.
Stay current on internal work processes, policies and procedures.
Responsible for understanding and complying with all company and team policies and procedures.
Other duties as assigned.

Requirements:
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Knowledge of PC applications.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Skill in providing outstanding customer service through support of escalated customer issues.
Ability to defuse situations, get to the issue and solve the problem.
Skill in time management and multitasking.
Skill in providing constructive feedback to others.
Proven success in motivation and leadership.
Demonstrated ability to coach and develop others to achieve desired results.
Ability to make quick, accurate and appropriate decisions.
Minimum 3 years customer service experience.
Minimum of 2 years of leadership experience.
University / College Degree preferred.
Equivalent education or experience may be substituted for any of the above. 举报 分享

    Concentrix是财富500强SYNNEX Corporation在BPO行业的独立子品牌(纽约证券交易所代码: SNX)，是全球商务服务行业的领军企业。我们通过与客户合作，不断提供端到端客户互动服务，技术创新，数据分析，流程优化，及业务改进。作为全球化商务服务公司，我们通过转变客户体验，合理优化业务前后端及行业流程，确保在每次与客户互动时提供最高价值的服务。 Concentrix是全球客户管理BPO行业排名第二的公司。
    目前，Concentrix在全球6大洲的40多个国家有275个运营中心。我们现有的225,000+员工可以支持70种语言，为世界领先的品牌提供服务。 Concentrix主要为包括银行，医疗，保险，技术，消费电子，零售和电子商务，政府，媒体互动，运输，旅游和汽车行业提供专业服务。未来，我们将持续加大在数字化，数据分析以及全渠道领域的投资来帮助我们的客户获得更大的成功。
    目前，Concentrix大中华区拥有大连，佛山，北京，上海，深圳，苏州，贵阳，西安， 香港9个运营、开发与销售中心，为多个国家和地区的客户提供涵盖客户关系管理，网页定制业务，数字媒体的内容设计和制作，银行后台服务业务等服务。