武汉招聘

HUGHES TELEMATICS, INC.

Information is the fuel that drives our business. When plentiful, information enables sound business decisions. When well-analyzed, it has the power to effect change. When shared with others, it sparks improvement. At HUGHES Telematics, we are pioneering patented technologies and innovative services designed to harness the power of the vehicle information network - real-time, anytime. From reducing the cost of vehicle manufacturing, service and ownership to supercharging fleet productivity, safety and convenience, we are setting new standards in the vehicle Telematics industry. What could be achieved with the right information? Imagine the possibilities we have.



About Us

We are delivering the next generation of vehicle information-based technologies and services - today. Our patented systems allow complete connectivity to any make or model vehicle, but that is just the beginning. What really differentiates us from other companies is our broad portfolio of services. Each designed to significantly improve vehicle and customer relationship management potential while greatly reducing costs. Whether in the business of automotive manufacturing, dealer operations, fleet management or affiliated services such as insurance or car rental, we can help map out the fastest road to greater efficiency and revenue. We will also demonstrate solutions never thought practical.

To perform this job successfully, an individual must be able to perform the essential functions for this position and meet the physical requirements needed to perform these functions.Reasonable accommodations may be made for qualified individuals with disabilities.



Job Summary

This position will be responsible for working with the Director Service Delivery to maintain operational readiness of the call centers supporting HTI's customers.



Responsibilities

1.BUSINESS ANALYSIS: Use process models, internal existing documentation, and user acceptance test scripts to validate Call Center documentation that will be part of the training curriculum for the various call centers and agent skills.

2.OPERATIONAL DOCUMENTATION: Produces clear and concise documentation. Retrieves, organizes, analyzes and synthesizes complex subject matter and validates operational readiness through the use of this documentation.

3.TESTING: Work with users to validate training materials which are integrated with system design and functionality.

4.Review and approve documentation supporting the processes and procedures to be utilized in these centers, testing all aspects of systems and agent readiness, validating operating assumptions, and assisting in the review of training materials, scripting, and support documentation for use in the call centers.

5.Work closely with outsourced vendor personnel to resolve open items pertaining to operational readiness.

6.Meet Service Level metrics and Quality targets for each center.

7.Coordinate with HTI Sales and HTI Product Management to ensure that assigned centers are fully prepared to support products and service offerings.



Qualifications:

Education

B.S. or B.A or equivalent experience required.

Experience

CALL CENTER OPERATIONAL EXPERIENCE: Experience in call center operational management. Familiarity with Call Center operations specifically pertaining to the in-bound and out-bound sales centers and the launch of new products within call centers. Experience in preparing reporting documentation on the performance of call center. 5-7 years of experience in call center operational management. Familiarity with Call Center operations specifically Sales centers and/or the launch of new products within call centers.

Competencies

Excellent open and proactive written and oral communication skills. Ability to work in team-oriented, matrix managed environment. Knowledge of Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool). Proven analytical skills. Strong customer service orientation with Sales experience. Knowledge of business process development and improvement.

Ability to support Call Center Operations on-call 7 X 24.

休斯车联网（武汉）有限公司是世界五十强的Verizon通信公司在武汉经济技术开发区设立的企业。本公司的母公司拥有全球领先的汽车Telematics服务技术与平台，是奔驰汽车、大众汽车的全美Telematics服务提供商。休斯车联网（武汉）有限公司在中国境内拥有经验丰富的电信、汽车、IT等行业专家团队，为中国境内的汽车生产企业、车主、保险公司、专业车队提供完整的汽车安全和防护、便捷的驾驶信息服务、全面的驾驶数据分析、及时的汽车诊断保障、准确的车辆监测等全面解决方案和服务。我们还为大型企业和个人提供个人紧急救助产品。