苏州招聘

Summary:

Lead a group of team managers and service professionals and be responsible for developing the team managers to deliver industry best Big Five Results; CV, Attendance, Utilization, Retention, and Revenue per FTE.

Work collaboratively with other functional groups such as HR, Training, Quality, Work Force Management, IT, Finance and Business Development to deliver industry best Big Five Results.

Develop a culture that advocates and lives Convergys’s Mission and Values by supporting and enhancing:

1. Our Tagline “caring people, building businesses, building careers,”

2. Our Brand, “Ingenyouity”

3. The Pulse Survey

4. Frequent and ongoing communication to the team regarding Convergys, Site and Client business initiatives.

Responsibilities:

Convergys Team Management:

· Lead team members, foster their professional development and growth, promote teamwork and cooperation with the goal of producing industry best Big Five Results.

· Create a work environment to drive employee engagement and manage the operational and tactical requirements of the client on a daily basis.

· Develop a detailed understanding of the P&L for a LOB..

· Provide leadership and guidance to Team Managers to ensure consistent administration of company policies and standards.

· Act as an escalation point for employee relations where the Team Manager assesses the need for additional support.

· Resolve personnel issues in a professional and timely manner and deliver any necessary corrective action. Implement all disciplinary actions in accordance with company policy and ensure consistency.

· Prepare and deliver annual performance appraisals of direct reports on a regular basis. Manage the appraisal process within the team ensuring reviews are processed on time.

· Conduct regular team meetings to review team performance, and define and implement any corrective actions needed to meet operational performance. Also, ensure expedient communication of relevant information and offer an open forum for input from the team.

· Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.

· Complete bi-weekly payroll for direct reports.

· Participate in cross functional meetings to review information received from operational support functions - Training, HR Quality, Ops Planning etc.- and partner to define action plans that resolve performance issues and continuously improve performance.

· Implement site and/or line of business best practices and minimize need for client intervention.

· Drive consistent performance that is repeatable and reliable

· Evaluate staffing needs, with input from BD and Client, and make adjustments to meet changing requirements.

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

· Manage and review operational reports

• Attendance adherence reports
• PFP reporting
• Client scorecard reports
• Metrics management

Client Management:

· Primary owner of the client’s operational results

· Capture and deliver insightful information/suggestions that assist our clients to improve their customer experience or overall program results.

· Agree to and approve, along with Business Development, the Client’s SOW requirements or escalate to Site Director/Manager. (Including moves, adds and changes)

· Maintain a detailed understanding of the Client SOW

· Deliver on client’s business goals, objectives and ongoing special requests.

· Prepare and deliver Weekly Business Reviews if required. (Business Development to prepare and deliver QBR with input from operations)

· Review and approve client invoices and adhere to finance’s invoice schedule. (Might need approval process change).

Requirements:

• Ability to build and lead teams to achieve maximum individual and team potential.
• Minimum of four (4) years experience leading a team that provided exceptional customer/technical/sales support. (Internal candidates must have graduated from TM Leadership Academy)
• Ability to display strong verbal and written communication skills and proven ability to sustain effective relations internally and externally across all levels.
• Knowledge of contact services industry.
• Prior experience that required managing multiple projects and tasks effectively and efficiently.
• Knowledge of basic PC applications needed to successfully manage the position.
• Excellent problem solving and decision making abilities.
• Ability to work with minimal guidance or supervision in a rapidly changing environment.
• Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
• Self motivated, with ability to work both independently and within a team environment.

Desired:

1) 5-10 years call center operation/project management working experience, Technical background,.

2) Well known of Chinese Culture, love to live in China.

3) Manage more than 100 agents, Chinese Speaker also with fluently English speaking

4) Previous experience that demonstrates the ability to balance client business goals with company goals.

5) Specific examples of staff development through skill development programs a plus.

6) A bachelor or higher degree in Computer Science, MIS, Business, or Hospitality.

        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。