深圳招聘

Job Description

1. Planning of contact centre resources and support functions;

2. Management of contact centre resources aligned to Group Standard Service Levels by Proposition (as per the Target Operating Model);

3. Management of the eWFM system, ensuring accuracy and relevance to front line and central team demands;

4. Scheduling of off phone investment activities aligned to the Target Operating Model;

5. Ensure continuity of all contact centre systems, IVRs and dialers across all regional and global sites;

6. Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict;

7. Maintain contact with stakeholders to identify and communicate business performance, status and potential risks;

8. Drive a high performance culture through strong leadership and effective people management;

9. Assign responsibilities to direct reports providing them with the direction and confidence to deliver results;

10. Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions;

11. Ensure Planning & Service Management processes are effective and propose improvements/efficiencies as required;

12. Compliance with external regulatory requirements, internal control standards and group compliance policy;

13. Timely implementation recommendations made by internal/external auditors and external regulators.

Skills/Experience Required

1. Degree: bachelor, above 5 years related experience;

2. Good understanding of call centre dynamics e.g. call centre systems, call routing, workforce management tools, planning methodology etc;

3. Excel literate to an intermediate level;

4. Good planning and service management skills and experience;

5. Effective communication, inter-personal and negotiating skills;

6. Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills;

7. Good decision making and problem solving ability;

8. Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills;

9. The role holder may be required to be proficient in multiple languages e.g. the local language and the language of some or all of the other countries that they are supporting.

锡科斯集团(SilverCourse Group) 公司网站：*************************
*成立于1999年，是大中华地区代表性金融中高阶人才寻觅机构,专注为银行、保险、基金、证券...等金融业客户寻觅专业人才。
*总部设于上海陆家嘴金融中心，营业据点包含：多伦多、上海、北京、台北、深圳、广州、成都、大连…等城市。
*快速满足客户需求，提供专业、快速、精准、高性价比的服务
*协助客户完善人力资本，协助人才完善职涯规划
竞争优势
*专注金融行业中高级人才寻觅
*优良的品牌形象
*先进的招聘系统平台
*丰富的客户及人才资源
*坚强的顾问团队
*众多的营业据点
企业文化
*专注、专业、创新、团队合作
*勇于拼搏的创业家精神
*绿色企业：力行俭朴，节能环保，爱护地球
*善尽社会责任，经营有成，回馈社会