苏州招聘

工作地点：佛山南海桂城

语言要求：流利的普通话、英语

工作职责：

·带领25人以上的团队。

·负责管理组内每一位员工的月度绩效考核，分析员工的优缺点，教导员工如何制定自身的职业规划。

·负责项目的日常运作，确保项目能够满足客户的KPI及SLA，进行数据分析与整合，跟踪报表中存在的问题并采取相应的措施加以改进。

·管理组内员工以及项目， 根据每个员工平时的表现来安排相关的培训。

·处理所有成员提升上来的问题，转到相应的组去解决，并进行跟踪，确保每一个问题都能在相应的时间内解决。

职位要求：

·1年以上相关呼叫中心管理经验

·能适应轮班制度

·本科及以上毕业或同等学历

Job description

The Team Leader supervises, motivates and leads a team of product specialists,
providing day to day operational and administrative support to achieve
performance targets.



Duties Performed:

Drives and motivates a team of product specialists to achieve performance
targets:

? Monitor and track achievements against performance target

? Provide regular feedback on team and individual performance

? Utilize IBM innovative methods to reward and recognize

? Coach and develop team members to achieve performance targets and reach their
potential

? Take an active role in the organization training and team meetings



Manage the day to day operational and administrative tasks:

? Resolve technical customer requests

? Promote support related products and services

? Manage roster conditions to meet staffing strategies and achieve contract
requirements

? Resolve staff rostering issues ensuring contract requirements are met

? Track and evaluate staff productivity and utilization rates

? Provide feedback and suggestions to the staffing strategy, in line with
performance goals

? Handle customer escalations from team members

? Conduct calls monitoring and provide feedback to Product Specialists

? Meet project reporting requirements (e.g. CSAT Closure, Peer Feedback)

? Conduct regular Team Meetings to discuss internal and customers’ concerns

? Conduct product-related Roundtables as required

? Manage Training Completion for customer required trainings



Manage team within IBM business control guidelines:

? Assist in the development of processes and procedures

? Adhere to COPC certification requirements

? Adhere to IBM Quality standards

? Adhere to IBM security and asset management standards

? Manage staff adherence to IBM required trainings (e.g. Data Privacy
Trainings) and initiatives

? Conduct regular security sweeps to ensure team compliance

? Ensure that staffs adhere to IBM attendance management procedures

? Recommend disciplinary action to Team Manager for staff non-compliance, if
required



Promote services to current and potential key stakeholders:

? Build rapport and maintain relationships with key stakeholders

? Promote IBM and team capabilities to enhance business opportunities

? Report team performance and achievements to stake holders



Relationship to Other Jobs:

This position works in conjunction with:

? IBM project support teams

? IBM Workflow Management

? IBM Quality and Training Team



Machines, Tools and Equipment Used:

? CRM Software

? Telephone

? Intranet and Internet

? MS Office suite

? Lotus Office suite

Required

• Bachelor's Degree
• At least 1 year
  experience in Call center TL experience
• English: Fluent
• Chinese: Fluent

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
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