Contact Center Customer Service Delivery Manager （呼叫中心运营经理） - Foshan(职位编号：GPSD-0528085)
IBM China Global Delivery
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2013-01-21
- 工作地点：佛山
- 招聘人数：若干
- 工作经验：三年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：客服经理(非技术) 咨询热线/呼叫中心服务人员
职位描述
Job description
The CRM Delivery Manager is a first line management position responsible for influencing departmental strategy and managing the daily operations of a services or support department, function or business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet IBM's standards for quality, productivity and customer satisfaction. Responsibilities include management of non-exempt and exempt non-management personnel, recruiting, staffing, training, maintaining the quality of all customer communications, maintaining productivity standards, scheduling resources, handling customer escalations, managing special assigned projects, managing support programs such as call observation or resource scheduling. They manage staffing levels and quality of service to meet business objectives and customer requirements. Directs service operation consisting of contact centre and quality management functions which have significant impact on the business unit operation; identifies need, develops, implements, monitors and improves systems and procedures required for the centre's efficient and professional operation. They assume additional responsibilities as assigned.
Skills
Environment
Has broad professional knowledge of marketing, business administration, business operations
Substantial experience in marketing, marketing support, telecommunication, call centre management or customer services assignments. In addition, requires advanced knowledge of IBM business and service policies, practices, procedures and business processes
Understands resources, priorities, needs and policies at the organisation level
Experience in dealing with higher management (internal and client)
Experience in developing changed processes and procedures and their implementation for a variety of CRM services
Experience in working in a service driven, customer focused environment
Is very familiar with CRM systems and tools and related control requirements
Communication/Negotiation
Negotiates with clients and internal functions effectively and is able to influence the decision making process
Has frequent contacts with senior management (client and internally) to handle negotiations of specified business objectives
Has regular external contacts to exchange information, provide assistance, or resolve complex problems
Regularly addresses issues with sponsors, client management/executives over service delivery, relationships and other satisfaction issues
Is able to recommend alternative approaches based on in-depth comparison
Problem Solving
Anticipates potential problems and future trends related to functional objectives, including changes to business processes, operational standards or support offerings
Leads team in development and implementation of solutions that affect customer satisfaction and meet the contractual requirements
Manages the development and implementation of productivity initiatives and operation strategies to meet established quality, productivity and customer satisfaction requirements
Continually and proactively strives to simplify, standardise and improve processes locally and internationally
Contribution/Leadership
Displays and communicates vision of function mission and has responsibility for interpretation of division guidelines/policies
Recommends/develops functional procedures and recommends functional guideline changes/revisions
Exercises some authority in defining and deciding on tools, processes priorities and resources within the scope of business unit objectives
Leads operational activities in department consisting of non-exempt and/or exempt employees and defines and decides business objectives
Ensures operating procedures are maintained, understood and followed by team
Continually considers improvement opportunities and encourages the team to do the same
Required
Bachelor's Degree
At least 3 years experience in has broad professional knowledge of marketing, business administration, business operations
At least 4 years experience in substantial experience in marketing, marketing support, telecommunication, call centre management or customer services assignments. In addition, requires advanced knowledge of IBM business and serv
At least 1 year experience in experience in dealing with higher management (internal and client)
At least 2 years experience in experience in developing changed processes and procedures and their implementation for a variety of CRM services
At least 4 years experience in familiar with CRM systems and tools and related control requirements
English: Fluent
Preferred
Master's Degree
Additional information
Preferred:
Experience within the contact centre industry OR
Sales Management Experience with IT industry
An understanding of smart phone or electronic device hardware and software
IBM in China is about creating positive futures. For employees, IBM provides a unique training ground to team up with the world's leading experts and to work on China's most important projects. To learn new skills and gain valuable experience, all in a supportive environment of openness, trust, integrity and respect. For China, IBM provides the technology, thought and consulting expertise required to support its ongoing and rapid economic growth. For employees and for China, IBM provides the foundation and support to grow, to excel, to make a real difference and to create a future of sustainable prosperity for all.
Join us. Help us create a Smarter Planet. As an IBMer, inspiration can strike you anywhere. Bring your ideas to work and we'll turn them into reality.
The CRM Delivery Manager is a first line management position responsible for influencing departmental strategy and managing the daily operations of a services or support department, function or business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet IBM's standards for quality, productivity and customer satisfaction. Responsibilities include management of non-exempt and exempt non-management personnel, recruiting, staffing, training, maintaining the quality of all customer communications, maintaining productivity standards, scheduling resources, handling customer escalations, managing special assigned projects, managing support programs such as call observation or resource scheduling. They manage staffing levels and quality of service to meet business objectives and customer requirements. Directs service operation consisting of contact centre and quality management functions which have significant impact on the business unit operation; identifies need, develops, implements, monitors and improves systems and procedures required for the centre's efficient and professional operation. They assume additional responsibilities as assigned.
Skills
Environment
Has broad professional knowledge of marketing, business administration, business operations
Substantial experience in marketing, marketing support, telecommunication, call centre management or customer services assignments. In addition, requires advanced knowledge of IBM business and service policies, practices, procedures and business processes
Understands resources, priorities, needs and policies at the organisation level
Experience in dealing with higher management (internal and client)
Experience in developing changed processes and procedures and their implementation for a variety of CRM services
Experience in working in a service driven, customer focused environment
Is very familiar with CRM systems and tools and related control requirements
Communication/Negotiation
Negotiates with clients and internal functions effectively and is able to influence the decision making process
Has frequent contacts with senior management (client and internally) to handle negotiations of specified business objectives
Has regular external contacts to exchange information, provide assistance, or resolve complex problems
Regularly addresses issues with sponsors, client management/executives over service delivery, relationships and other satisfaction issues
Is able to recommend alternative approaches based on in-depth comparison
Problem Solving
Anticipates potential problems and future trends related to functional objectives, including changes to business processes, operational standards or support offerings
Leads team in development and implementation of solutions that affect customer satisfaction and meet the contractual requirements
Manages the development and implementation of productivity initiatives and operation strategies to meet established quality, productivity and customer satisfaction requirements
Continually and proactively strives to simplify, standardise and improve processes locally and internationally
Contribution/Leadership
Displays and communicates vision of function mission and has responsibility for interpretation of division guidelines/policies
Recommends/develops functional procedures and recommends functional guideline changes/revisions
Exercises some authority in defining and deciding on tools, processes priorities and resources within the scope of business unit objectives
Leads operational activities in department consisting of non-exempt and/or exempt employees and defines and decides business objectives
Ensures operating procedures are maintained, understood and followed by team
Continually considers improvement opportunities and encourages the team to do the same
Required
Bachelor's Degree
At least 3 years experience in has broad professional knowledge of marketing, business administration, business operations
At least 4 years experience in substantial experience in marketing, marketing support, telecommunication, call centre management or customer services assignments. In addition, requires advanced knowledge of IBM business and serv
At least 1 year experience in experience in dealing with higher management (internal and client)
At least 2 years experience in experience in developing changed processes and procedures and their implementation for a variety of CRM services
At least 4 years experience in familiar with CRM systems and tools and related control requirements
English: Fluent
Preferred
Master's Degree
Additional information
Preferred:
Experience within the contact centre industry OR
Sales Management Experience with IT industry
An understanding of smart phone or electronic device hardware and software
IBM in China is about creating positive futures. For employees, IBM provides a unique training ground to team up with the world's leading experts and to work on China's most important projects. To learn new skills and gain valuable experience, all in a supportive environment of openness, trust, integrity and respect. For China, IBM provides the technology, thought and consulting expertise required to support its ongoing and rapid economic growth. For employees and for China, IBM provides the foundation and support to grow, to excel, to make a real difference and to create a future of sustainable prosperity for all.
Join us. Help us create a Smarter Planet. As an IBMer, inspiration can strike you anywhere. Bring your ideas to work and we'll turn them into reality.
公司介绍
IBM China Global Delivery Center
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc
Founded in 1911 in the USA, IBM (International Business Machines) is the world's largest IT and business solution provider. IBM is the only IT (information technology) Company in the world, and also in China, to offer end-to-end solutions from hardware to software services and high end consultancy.
IBM’s Global Services is the world's largest IT and consulting service provider offering higher values for clients and addressing growing demand for global delivery of IT services. IBM opened its Global Delivery Center (GDC) in China in 1999, and it is now IBM's second largest Global Delivery Center worldwide. All the Global Delivery Centers regardless of geography comply with IBM’s global practices, processes and methodologies.
The IBM China GDC provides a broad spectrum of services, including consulting, systems integration, application services, maintenance, testing, solution management, business transformation outsourcing services and IT infrastructure services. It also supports leading package solutions, such as SAP, Oracle, Siebel, mainframe and e-business applications. It consists of eight locations across China ranging from: Beijing, Chengdu, Dalian, Foshan, Shanghai, Shenzhen, Suzhou (opening 2012) and Wuhan.
In 2011, IBM China GDC has successfully certified the Capability Maturity Model® Integration Level 5 (CMMI 5) Version 1.3 by the Software Engineering Institute (SEI). This is another important milestone in the company’s continuous quality improvement efforts following its accreditation of both ISO 20000 and ISO 27001 certifications. With the latest and highest international standard institutionalized across China Global Delivery’s sites, IBM continues its leadership in quality control in China’s application services (AS) outsourcing market.
To learn more about China GDC, please visit: www.ibm.com/cn/start/gdc
IBM 中国全球服务执行中心
IBM，即国际商业机器公司，1911年创立于美国，是全球最大的信息技术和业务解决方案公司，也是唯一一家在世界各地包括中国，能够提供从硬件到软件服务、以及端到端的解决方案和高端咨询的IT企业。
IBM的服务业务部门是全球最大的信息科技及咨询服务供应商，针对全球客户对信息科技服务业务不断增长的需求，提供更高价值的服务与解决方案。IBM 于1999 年开始在中国建立了全球服务执行中心网络，如今的中国全球服务执行中心已成为 IBM 在全球的第二大全球服务执行网络。IBM 在全球所有的服务执行中心都遵循相同的服务标准、并采用统一的开发流程和方法。
IBM中国全球服务执行中心提供广泛的服务，包括业务咨询、系统集成、应用软件开发、测试和管理、解决方案管理、业务流程转型外包和 IT 基础架构外包与托管服务等。该中心还支持包括 SAP、Oracle、Siebel等在内的整体解决方案，大型机以及电子商务应用等。IBM中国全球服务执行中心已经在国内八个城市包括：上海、深圳、大连、成都、武汉、佛山、北京和苏州（2012年投入运营）设立运营中心，向全球客户提供服务。
2011年，IBM中国全球服务执行中心年获得美国软件工程协会（SEI）的CMMI 1.3版本能力成熟度5级认证，这是继2009成功获得应用服务管理ISO20000和信息安全管理ISO27001两项国际认证后，IBM中国全球服务执行中心在服务质量控制道路上的又一重要里程碑。随着业界最新和最高级别的国际性质量控制标准在中国全球服务执行中心全面实施，IBM中国全球服务执行中心将凭借其在质量控制领域的出色表现继续引领中国的应用软件服务外包市场。
了解更多IBM GDC的信息，请访问：www.ibm.com/cn/start/gdc
关注IBM GDC微博 @ weibo.com/ibmgdc