深圳招聘

I.POSITION OVERVIEW
The Customer Solutions Manager will be responsible for leading a team of Agents, Senior Agents and Supervisors dedicated to providing the highest level of customer service. This includes motivating, building, coaching and developing a team of Supervisors into a highly responsive team that meets the required published performance standards, as well as participation in hiring, ensuring supplemental QA and training programs are conducted for the team as needed and administering disciplinary actions in accordance with HR Policies. The Customer Solutions Manager will manage all service levels. Additionally this position is responsible for collaborating with Senior Management on ideas for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to Senior Management. Also, this position requires the development of relationships with other managers and business units throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.
II. CORE DUTIES
l Build, coach, and direct a team of Supervisors and agents into a highly responsive team that meets the required published performance standards. Ensure that each direct report Supervisor is coaching, developing and communicating with their teams routinely and effectively by ensuring that Supervisors are reviewing and communicating daily performance, quality, and attendance reports at the individual and team levels. (50%)
2 Establish global relationships with other managers and business units, and support groups, throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes. Work with peer managers to leverage best practices, understand new trends and contribute to the implementation of workflow process improvements. Deliver against Departmental goals as agreed (20%)
3 Participate in special projects as needed and perform other duties as assigned. (10%)
4 Attend all necessary product meetings and provide valuable, timely, and effective feedback (10%)
5 Support needs based initiatives through involvement in meetings, trainings, and coaching of Supervisor teams (10%)
III. COMPETENCIES
l Building Effective Teams
2 Timely Decision Making
3 Managing and Measuring Work
4 Organizational Agility
5 Strategic Agility
6 Delegation
IV. JOB REQUIREMENTS
l Excellent organizational, communication, and interpersonal skills
2 Ability to direct and motivate others
3 Ability to lead through vision and values
4 Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
5 Ability to learn and adapt to new software technologies
6 Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).
7 Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack).
8 Ability to define and utilize quantitative and qualitative management information reports
9 Knowledge of Financial Operations and Customer Support
V. EXPERIENCE
1. 5 + years' experience in people management
2 Customer communication experience
VI. PHYSICAL REQUIREMENTS
This position requires sitting, typing and repetitive motions.
VII. POSITION SCOPE DETAILS
The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24 hour period Monday through Sunday.

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