天津招聘

职位描述：
Job Responsibilities
?Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support.
?Complete end to end responsibility of account delivery
?Responsible for delivering against client SOWs and SLAs
?Operations leadership for establishing processes, metrics identifications and reporting
?Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account
?Deliver to the Continuous Improvement Objectives for the account
?Understanding and deploying appropriate company's tools and assets
?Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction
?Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
?Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery
?Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training
?Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met
?Responsible for working with the cross functional teams to ensure successful delivery of the account managed
?Ensure 100% compliance of all controls by the delivery team
?Produce timely and effective client reports and CONCENTRIX internal management reports to present the performance of the account
?Ensure delivery of the account per the contract and DOU signed with the customer
?Build and develop effective working relationship with the account PEs
?Constantly look for and create opportunities of growth of the account

Job Requirements (skills/experiences)
?7+ years working experience, experience with outsourcing business will be a plus.
a) Experience in managing a large account, with 200+ people, Excellent management skills
b) Financial Acumen, having experience in managing P&L / costs for the account
c) Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports
d) Strong English / Mandarin skills.
e) Client relationship management , Problem determination and be able to make crisp action plans
f) People Management - Facilitate a healthy and a motivating environment
g) Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc
h) Understanding and Focus on Business Controls / Process adherence and Compliance
i) Be able to establish strong working relationship with internal company and functional teams.
j) Some experience with transition and project management concepts / methodology is preferred.
Qualifications (Education/Major/Certificates)
?Six Sigma Green Belt, PMP

Additional information
Preferred:
? Experience within the contact centre industry OR
Sales Management Experience with IT industry
? An understanding of smart phone or electronic device hardware and software 举报 分享

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我们的专职顾问和专家成员，具有有多年的猎头从业经验，来自跨国企业以及国内企业精英，有着长期专业实践经验，丰富的经历和广泛的当地人脉，借助公司的网络系统能更多为客户提供高效，专业，准确的人才搜索服务。