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

The primary responsibility of this position will be to develop, organize, localize and/or deliver technical/nontechnical training courses, procedures, manuals and other course materials to call center trainers and management supporting the Chinese customer for Mercedes-Benz mbrace service. This position will monitor, evaluate and record training activities, program effectiveness of the call center trainers, assess training needs and develop alternative training methods if expected results are not seen. . Resources used will course materials/job aids/processes from MB USA to localize training materials, Siebel (CRM) and Contact Center Anywhere documentation, process maps, and other internal documents.

Responsibilities

1 TRAINING AND CURRICULUM DOCUMENTATION:
- Participate with Instructional Design professionals to produce clear and concise documentation that guides course development that can be localized for the Mercedes-Benz mbrace Chinese market.
- Localize and create the actual learning materials for the China Call Center Agents supporting the Chinese markets.
- Retrieve, organize, analyze, and synthesize complex subject matter and assist in transforming it into instructional objectives that translate into instructional content for Chinese Call Center Trainers, Internal customers, Call Center Agents, Call Center Management, Supervisors.

2 TRAINING AND CURRICULUM DESIGN:
- Deliver training courses/lessons/supporting documentation to Call Center Trainers who will provide training and instruction to Call Center Agents and facilitate assessments for Customer Care functions supporting Mercedes-Benz mbrace to Chinese customers throughout China.
- Offer specific training programs to help Chinese Call Center Agents, Supervisors and Managers maintain or improve job skills to support the Mercedes-Benz mbrace services.
- Participate with the selection and assignment of instructors to deliver the training and conduct Train-the-Trainer evaluations.

3 TESTING:
- Work with HTI US Customer Operations and others users to validate that Mercedes-Benz mbrace China training materials are validated and integrated with system design and functionality.

4 RELATIONSHIPS:
- Work with appropriate US and China parties to ensure learning objectives are met;
- Support the delivery of training to internal and external customers/clients and out-sourced call centers on systems (Siebel/Oracle), company products, systems, and support processes.

5 SUPPORT:
- Support revisions/updates/localization/reformatting of the training curricula, ensuring that all training materials are accurate and up-to-date.
- Facilitate ongoing communicate, including training updates and other means of communication with internal customers, external clients, and Calls Centers to ensure the most up-to-date information is delivered to Call Center Agents, Supervisors and Managers.
- Attend and provide feedback to Call Center coaching for improved performance.
- Monitor, evaluate, record and report the effectiveness of training activities in China Call Centers.

Qualifications:

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

Experience:

4-6 years of experience in development and delivery of Call Center Agent Training; or equivalent combination of education and experience. Prefer previous experience with Siebel or CRM package. Call Center background a plus.

Knowledge:

Knowledge of the structure and content of the English language. Must be able to communicate effectively in writing as appropriate for the needs of the call center audience.
Knowledge of computers and Call Center applications.
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups and the measurement of training efforts.
Knowledge of relevant equipment, production processes and strategies to promote effective local or state public safety and security.

Competencies:

Must be fluent in both English and Mandarin with high level of proficiency to read and write in both English and Mandarin.
Excellent open and proactive written and oral communication skills. Ability to work in team-oriented environment. Ability to work in matrix managed environment. Knowledge of Microsoft applications to include PowerPoint, Project, Excel, Word and VISIO. Proven analytical skills. Strong customer service orientation.

Knowledge of business process development and improvement.

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。