(全球著名新筹建呼叫中心)Operation Manager
大连瑞思管理咨询有限公司
- 公司性质：合资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2014-04-16
- 工作地点：广州
- 招聘人数：若干
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语熟练
粤语精通 - 职位月薪：面议
- 职位类别：客服经理(非技术) 客服主管(非技术)
职位描述
Operation Manager (English/Cantonese&English/Japanese&English)
Location: Dalian/Guangzhou/Shanghai
Responsibilities:
1. Adherence to Service levels
Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
2. Absenteeism/staffing adherence
Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
3. Engagement levels to be maintained with agents.
Train, coach and motivate team members, Conduct monthly meetings with the staff
4. Hiring, Attrition Management & amp; Appraisal management of agents.
Responsible for Staff Retention, recruitment and performance appraisal
5. Quality updates- Call escalations.
Maintain control of qualitative and quantitative productivity of team individuals.
Resolve escalated queries.
Ensure team is aware of all updates and changes in policies/ procedures and processes.
6. Client-interactions-All deadlines set by client to be met
Interact with client coordinators for process related issues. Conduct Conference calls with the overseas client. Be in regular email contact and ensure all problems are ironed out on a timely basis.
7. Specialised projects
Drive specialised initiatives related to process and team initiatives.
8. Conduct appraisal
Manager has to conduct and manage appraisal discussions for direct reports.
Qualifications:
1. Experience in successfully handling a large team in an inbound voice based process.
2. 8 years of relevant BPO experience.
3. Including 2-3 years in Travel Processes (Preferable).
4. Knowledge of GDS / CRS.
5. Experience in Voice based program is mandatory for at least 2-3 years.
6. Rich Track record of achievements.
7. Knowledge of US and China geography is required.
Location: Dalian/Guangzhou/Shanghai
Responsibilities:
1. Adherence to Service levels
Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
2. Absenteeism/staffing adherence
Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
3. Engagement levels to be maintained with agents.
Train, coach and motivate team members, Conduct monthly meetings with the staff
4. Hiring, Attrition Management & amp; Appraisal management of agents.
Responsible for Staff Retention, recruitment and performance appraisal
5. Quality updates- Call escalations.
Maintain control of qualitative and quantitative productivity of team individuals.
Resolve escalated queries.
Ensure team is aware of all updates and changes in policies/ procedures and processes.
6. Client-interactions-All deadlines set by client to be met
Interact with client coordinators for process related issues. Conduct Conference calls with the overseas client. Be in regular email contact and ensure all problems are ironed out on a timely basis.
7. Specialised projects
Drive specialised initiatives related to process and team initiatives.
8. Conduct appraisal
Manager has to conduct and manage appraisal discussions for direct reports.
Qualifications:
1. Experience in successfully handling a large team in an inbound voice based process.
2. 8 years of relevant BPO experience.
3. Including 2-3 years in Travel Processes (Preferable).
4. Knowledge of GDS / CRS.
5. Experience in Voice based program is mandatory for at least 2-3 years.
6. Rich Track record of achievements.
7. Knowledge of US and China geography is required.
公司介绍
瑞思咨询成立于2006年，是国内较早经人力资源与社会保障部正式批准设立的一家专业从事人才咨询、招聘、派遣、培训、测评、劳务派遣、人力资源服务流程外包、灵活用工等业务的专业机构，自成立始即坚持较业内公司更严格的内部用人标准，拥有一批高素质、专业化的高端人才招聘顾问团队。员工团队中，23%具有博士、硕士以上学位，91%具有本科以上学历。公司既有一批平均从业经验超13年的猎头专家团队，也有一批在主要行业领域8-10年从业经验的资深猎头精英团队，更有众多从业3-5年的优秀猎头顾问。
瑞思咨询，14年坚持于猎头招聘领域的专业、专注，对外坚持为客户创造价值，追求与客户合作共赢、持久发展；对内坚持为猎头顾问提升专业价值，培养高产顾问。针对部分猎企纷繁的 “唯颠覆”“伪创新”“规模化（低端中介化）”“为规模速成（IPO）而融资”等倾向，公司管理层坚定认为持续提升瑞思咨询的核心竞争力与客户口碑，维持适度规模，稳健发展，是公司保持不败的法宝。
瑞思咨询，14年坚持于猎头招聘领域的专业、专注，对外坚持为客户创造价值，追求与客户合作共赢、持久发展；对内坚持为猎头顾问提升专业价值，培养高产顾问。针对部分猎企纷繁的 “唯颠覆”“伪创新”“规模化（低端中介化）”“为规模速成（IPO）而融资”等倾向，公司管理层坚定认为持续提升瑞思咨询的核心竞争力与客户口碑，维持适度规模，稳健发展，是公司保持不败的法宝。
联系方式
- Email：raceresume1@163.com