苏州招聘

Location: Suzhou

Summary:
Maintain operational proficiencies of an account(s) by managing the delivery of support services and operational requirements of the customer as outlined in assigned contract. Ensure customer contractual KPI's are achieved while providing the Team Managers and staff with operational support. Maintain the business profitability to the gross margin level.

Manage the staffing needs through recruitment activities with HR. Plan and manage the development of the staff's skill sets to ensure team skill readiness for service delivery. Provide leadership for our Team Managers to guide them in managing the daily operations. Act as a resource for clarification of company policies; ensure consistency within the team through coaching and mentoring, one-on-ones, and performance reviews. Implement and follow through with necessary disciplinary actions.

Responsibilities:
Lead team members, foster their professional development and growth, and promote teamwork and cooperation.

Ensure that the productivity goals for the team are met, including service level, utilization and customer satisfaction. Manage the operational requirements of the customer on a daily basis. Monitor call volume, call quality and manage telephone coverage to effectively support customers and forecasted call volumes.

Review information received from all data sources. Review and take appropriate action. Team with local Operations Planning group to evaluate staffing needs and make adjustments to meet changing demands. Work closely with planning team to identify issues, trends and gaps in scheduling.

Manage labor and non-labor costs to ensure business profitability to the contribution margin level. Participate in the budget planning process. Ensures compliance and achievements as defined in the annual budget.

Provide leadership and guidance to Team Managers with support in administering company policies and standards. Ensure that standards and practices are consistently maintained within and between each team.

Act as an escalation point for employee relations, and customer issues, where the Team Manager assesses the need for additional support. Manage conflict and problem resolution for both types of situations.

Resolve personnel issues in a professional and timely manner. Implement all disciplinary actions in accordance with company policy and ensure consistency. Identify and develop account procedures and standards and assure compliance.

Provide leadership by maintaining an awareness of industry standards and sharing information with the account.

Maintain open communication with all personnel. Act as a resource for answering questions, resolving product and policy questions.

Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time. Establish or maintain achievable goals to effectively increase the technical, communication, and customer service skills of both the Team Manager's and Support Professional's. Provide guidance for successful career pathing.

Conduct bi-weekly one-on-ones with each direct report to ensure policy and procedure understanding and compliance. Act as a resource for staff professional development and work to ensure expected quality and productivity levels.

Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from team.

Complete bi-weekly payroll for direct reports.

Work with other departments and colleagues to ensure effective working relationships across the organization.

Stay current on internal work processes, policies and procedures.

Responsible for preparing and delivering monthly and quarterly Business Reviews to clients.

Responsible for maintaining professional relationships with Business Directors and clients.

Responsible for contributing to the budget planning process and monthly forecasting updates, including variance explanations.

Responsible for understanding and working with the client's statement of work.

Responsible for contributing to the client invoice process and adhering to finance's invoice schedule.

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.
Able to manage multiple projects and tasks effectively.
Knowledge of PC applications.
Excellent problem solving experience and decision making abilities.
Ability to interact effectively with all levels of management and customers.
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 to achieve desired results.
Effective management skills that demonstrate the ability to balance business goals and results with staff developmental needs. Specific examples of staff development through skill development programs a plus.
7+ years of management experience in a technical service or service delivery environment.
A bachelor degree in Computer Science, MIS, or Business
Equivalent education or experience may be substituted for any of the above.

        思隽全球服务(Stream Global Services)是全球业务流程外包行业（BPO）领导者。公司总部位于美国波士顿，专注于客户关系管理，经过十五年的发展，思隽已成为全球最大的呼叫中心外包服务提供商商之一。我们提供的广泛的销售服务、客户服务和技术支持服务使全球财富 1000 强公司收入增加、运营效率提高且品牌忠诚度加深。我们是许多世界领先的IT、电信、零售、娱乐/媒体和金融公司的首选供应商。长期合作伙伴包括：Cisco、HP、Microsoft、Dell、HTC、Yahoo、Apple等。
    自成立以来，思隽的全球迹已扩展到23 个国足家，拥有超过 30000名员工，50个服务中心。公司跻身为世界财富1000强，BPO业务全球五强。我们的服务方案，使我们的客户能从容应对业务挑战，提升营运业绩。依靠在亚太、北美/拉美、欧洲、中东/非洲的全球化覆盖，为客户提供第一流的支持项目。 作为我们运营区域内的最佳雇主，思隽能够吸引最优秀的人才，确保我们的专业服务人员真正参与和专注于客户的业务发展和品牌形象——维持优异的客户体验。
 
    思隽（苏州）信息咨询有限公司成立于2010年，为思隽全球服务在华投资的第一家公司，公司位于苏州工业园区创意产业园，可容纳2000个座席。经过短时间发展思隽（苏州）已和Cisco、Microsoft、Apple、HTC等IT行业巨头展开合作，负责其售前、售后以及技术支持服务。思隽的愿景是在未来几年内成为中国服务外包市场的领导者，并成为我们运营领域内的最佳雇主。公司将为我们的员工提供优渥的薪资，适宜的工作环境，广阔的发展前景及人性化管理制度。思隽进入中国大陆市场将会扩大在亚太地区的影响力，并完成全球化的脚步。
    思隽着眼于对中国大陆的全方位覆盖，成为中国呼叫中心外包行业领导者，竭诚欢迎各位求职者加入思隽。