厦门招聘

OnStar – Call Center Operation Manager

The Call Center Operation Manager key responsibility is the day to day management of OnStar Service Delivery team. This position is critical to the delivery of high-quality, OnStar services to the subscribers and the guarantee of critical operation.

ESSENTIAL DUTIES

—Focus on Onstar service delivery team daily operation, work with team leaders to ensure all daily work task completed and give the notice when the progress is not good
—Meets all of the metrics as defined by the organization and works on corrective actions when the requirements are not being met.
—Responsible for managing advisor and team leader at the call center to provide appropriate service level attainment.
—Cooperate with other Operation Manager and ensure team can compliance to all processes outlined by the Business Process team for all Lines of Business, this includes compliance to handle time as well as any legal or business practice compliance that would be required.
—Focus on the employee’s emotion\ development\ loyalty, using correct way to improve the team status.
—Collecting and feedback the problems\ suggestion and questions which involve system \procedure \script \product \training \environment \KPI and so on to the senior manager.
—Develops a method for providing feedback from the advisor floor to improve process or understand how a particular event is impacting the call center or a business process.
—Responsible for understanding and monitor advisor\team leader levels for his own groups to meet the KPI
—Responsible for dealing with complaints and transfer it to the senior level if the complaint content over his right and ability.

QUALIFICATIONS

—Certain oral and written English language capabilities
—Bachelor’s degree required at a minimum, Management or IT background
—2years and above call center management experience
—Exceptional harmonizing and communication skills，Willing to perform under high pressure and legal holiday.
—Exceptional Excel and Data analysis skills, SQL skill is in preference
—With a strong sense of responsibility and pay attention to details
—Familiar with the Telematics industry and Strong desire to grow a newly forming business

呼叫中心运营经理主要负责对呼叫中心的下属服务团队日常运营管理，致力于为中国安吉星用户提供更高质量的服务。

工作职责：
—负责安吉星服务团队的日常运作，带领团队为用户提供高质量的服务，确保所有的日常工作任务顺利完成，并反馈相关工作情况
—负责下属团队达成各项绩效指标，针对可能存在的问题提出解决方案并监督执行完成
—与其他运营经理共同协调并且部署各下属团队的工作，保证团队工作分配的合理性及饱和度符合达成服务团队各项指标
—与呼叫中心其他部门合作沟通，确保在遵循流程的前提下，达成呼叫中心的Service Level, Abandon Rate, AHT等各项业务指标
—关注员工感受，个人发展与忠诚度，建设团结积极向上的团队
—及时处理日常各类工作问题与投诉，在有效时间内解决或升级至上一级处理
—收集并向上反馈运营中的各项问题和建议，包括系统 程序 话术 产品 培训 工作环境 KPI规则等方面
—鼓励与组织员工针对工作流程及业务的改善提出合理化建议，以促进安吉星呼叫中心各项业务的进一步发展

岗位要求

1）良好的英语表达与读写能力
2）本科及以上学历，管理或IT相关专业背景
3） 2年及以上呼叫中心团队管理经验
4）良好的管理协调与沟通能力，能适应在高压的氛围下工作，能够适应法定节假日工作
5）较强的Excel和数据分析技能，熟悉SQL数据库优先
6）高度责任心与较强的细节处理能力
7）熟悉车联网行业，对相关的新兴产业与技术有强烈学习欲望

Company introduction
Shanghai OnStar Telematics Service Co., Ltd. is a joint venture officially established by General Motors, SAIC Group and Shanghai GM on Oct.28th, 2009. OnStar is the leading provider of in-vehicle safety, security and communication services for Shanghai GM models manufactured and sold in China.

Through state-of-the-art information integration technologies, OnStar provides Chinese consumers with 15 in-vehicle services, including Automatic Crash Response, Emergency Services, Security Services, Vehicle Diagnostics, Hands-Free Calling, Mobile Application, etc. All owners can quickly connect to professional OnStar advisors via one-button communication interface, enjoying 24-hour and 365 days safety and security, communications, navigation and convenience services for peace of mind. Premium quality security services that are easy-to-use, always there with immediate response providing a highly reliable hi-tech experience, OnStar starts the real human-vehicle interaction for SGM vehicle owners. OnStar has fully integrated in major vehicles under SGM: Cadillac SLS, CTS, SRX, Cadillac Escalade; Buick Enclave, New Regal, New LaCrosse, New GL8; Chevrolet Cruze, Aveo and Malibu. Eventually OnStar will be available to an even wider range of SGM car owners at no cost the first year. Through the one-year use free services OnStar is confident that users will trust and stay loyal to the comprehensive personal OnStar services.

Shanghai OnStar launched its mobile app. in Jun. 2011, which is the only telematics service in China that offers a vehicle integrated mobile phone application. Users can conveniently utilize the functions of a traditional smart key via their mobile phones, such as horn and lights, and door lock/unlock. In addition, users can check mileage, fuel level and tire pressure. Furthermore, the mobile application currently provide remote start function to the users of four specific vehicle models of SGM, including 2011 Escalade and SRX of Cadillac, New LaCross and Enclave of Buick.

With 15-year-development and total 6 million subscribers around the world, OnStar has grown into the global telematics leader. After entering the Chinese market OnStar has brought safety and peace of mind driving experience to customers.

Through the strength of most advanced, full coverage telematics services, OnStar was honored with the “Best Advanced Technology Award” on 2010 Beijing Auto Show, the “Best Telematics Service Brand” on 2011 Beijing Import Automobile Expo; the “Best Automobile Calling Center System” on 2011 China Auto Industry Selection; the “Top Ten Golden Brand of National Automobile Service Industry” on 2011 Public Satisfaction Selection of National Service Industry. At the same time the OnStar Stolen Vehicle Slow Down technology was honored with an important US innovation award- the Edison Award. Based on affirmation from awards both local and abroad, OnStar secures the position of technology leader in telematics industry.

OnStar, parent company of Shanghai OnStar Telematics Service Co., is a leading provider of telematics services in America. It was formed in 1995 through collaboration between General Motors, EDS and Hughes Electronics Corporation to provide full-coverage safety control and constantly innovated human-oriented telematics services. OnStar received high praise from its customers and becomes the leader of telematics industry.

OnStar telematics services includes 15 detailed services:
Automatic Crash Response

Emergency Services

Automatic Air Bag Deployment Response

OnStar Vehicle Diagnostics

On-Demand Diagnostics

Good Samaritan

Stolen Vehicle Location

Remote Door Unlock

Remote Horn and Lights

Roadside Assistance

Mobile Application

Hands-Free Calling

Point of Interest

Turn-by-Turn Navigation

Destination Download





公司介绍

    上海安吉星信息服务有限公司(“安吉星”)是美国通用汽车、上汽集团和上海通用汽车于2009年10月28日正式新建立的合资公司，总投资额超过3亿元人民币，并于2009年底为上海通用汽车在中国生产、销售的旗下各主力车型提供汽车安全信息服务。作为通用汽车和上汽集团各自的全资子公司，OnStar和上海汽车工业销售有限公司分别持有安吉星40%的股权，而双方在华合资企业上海通用汽车公司持有安吉星的20%股权。

    安吉星是通用汽车与上汽集团之间的第八家合资企业，也是北美市场之外的OnStar信息服务业务机构。OnStar是通用汽车成功的品牌之一，在2008年底北美上市的95%通用汽车产品都安装了该系统。OnStar系统将通过应用全球卫星定位系统(GPS)和无线通信技术来为中国的消费者提供广泛的汽车安全信息服务，包括碰撞自动求助、路边救援协助、全音控免提电话、实时按需检测和全程音控领航(Turn-By-Turn Navigation)等十多项。母公司之一的OnStar公司是通用汽车的全资子公司，也是美国处于领先地位的汽车安全信息系统服务商。如今，在北美使用OnStar服务的用户已经超过600万。

    安吉星的成立也是上海通用汽车继创新推出服务品牌和产品、诚新二手车业务、金融贷款服务之后，在汽车服务领域方面的又一拓展。

    目前安吉星客户已突破80万，公司总部位于上海，面积超过4000平方米，员工近700人。公司业务遍及上海、厦门和重庆三地。厦门分公司于2011年初成立，坐落于风景秀丽的思明区软件园二期，建筑面积超过5000平方米，目前客服人数近千人。