苏州招聘

Summary:

Responsible for the daily one-on-one supervision and management of all agents on assigned team, typically a minimum of 30 direct reports. Ensures service delivered to our customers meets needs and contractual obligations of our clients through the management of operational activity of the team.

Under the direction of the Service Delivery Manager, the Senior Team Supervisor implements systems and processes to achieve client-specified metrics while providing development opportunities to our agents.



Responsibilities:

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

Provide day-to-day supervision and management of directly assigned team of Agents. Ensure that Agents have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.

Conduct call-coaching training sessions each week as well as direct Sr. SP's in the performance of call coaching sessions. Provide feedback to Agents on other daily performance and behavioral activities in a timely manner. Communicate expectations to new employees and provide timely business updates and changes.

Under the direction of the Service Delivery Manager, manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.

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 agent's HR file.

Administer 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 technical escalation support to agents by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.

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

Schedule and coordinate team activities.

Coach and mentor agents 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.

Prepare, process and conduct annual performance appraisals for assigned agents 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 agents 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.

Advanced knowledge of computer operating systems. Including but not limited to one or more of the following; Mac OS, Windows 98, NT, 2000, ME, XP, UNIX, and Linux.

Proficient with various computer hardware and software.

Proficient with personal computing systems and desktop applications as well as queue monitoring software.

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 troubleshooting techniques.

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.

Supervisory/Leadership experience is required.

Bachelor's degree with a minimum of 5 years related experience.

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。