厦门招聘

_{KEY RESPONSIBILITIES主要職責}

1. _{Review and improve performance measures of the contact centre
   視察及改進電話銀行中心的工作表現指標}

2. _{Implement World Class standards and best practices to the contact center
   於電話銀行中心內施行達到國際水平的標準和最佳的服務實踐}

3. _{Analyze data for the investigation of issues and develop corresponding resolution for effective and efficient service delivery by the contact centre
   進行調查及數據分析，於電話銀行中心內建立有成效和高效率服務的決議方式}

4. _{Work closely with relevant stakeholders so as to enhance staff management through understanding and leveraging analyzed data
   與合作夥伴緊密聯繫，透過瞭解和數據分析以提高管理工作人員表現}
   
5. _{Assist with the preparation of presentation material to Teleservices Team Manager / Business Planning & Performance Management Manager, as required, attend such meetings
   協助电话银行客户服务中心经理 /业绩规划及绩效管理经理準備相關分析評估材料及參加會議(如適用)}

_{KEY RESPONSIBILITIES 主要職責}

_{Contact Center Performance Assurance呼叫中心表現保證}

1. _{Perform silent call monitoring regularly to track staff performance and collect customer voice to identify performance improvement opportunities so as to improve customer and staff experience}

_{通過執行電話監聽以評估職員表現, 收集顧客反饋以制定進一步可改善表現機會達致提高職員和顧客經驗}

2. _{Ensure staff comply with all relevant polices and procedures covering regulatory, local and group requirements}

_{遵守所有相關的政策和程序, 包括所有監管規條, 本地及集團的要求}

3. _{Prepare call monitoring report to Manager to discuss follow- up actions with Line}

_{準備電話監聽報告及向經理匯報有關分析及跟進行動計劃}

4. _{Conduct quality improvement methodology and material to faciliate experience sharing among sales and services teams in driving up performance of the Contact Center as a whole}

_{提高電話銀行中心的整體表現，舉辦相關質量改進方法及材料與銷售及服務隊伍分享}

5. _{Recommend training / skill set enhancement in substantiating skill competence of Contact Center
   收集或建議相關培訓項目, 以改善及加强電話銀行中心人員的服務技巧能力}

_{Risk Management風險管理}

1. _{To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff)}

_{遵守所有適用的反洗黑錢程序, 尤其是向反洗黑錢專責職員和直屬上司報告任何可疑活 動。}

_{(適用於所有級別職員)}

2. _{To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. (for Managers or Officers)}

_{確保概述於電話銀行中心手冊或DOI中的控制程序被充份得當地使用和確保員工遵從以上守則。}

_{(適用於經理或高級職員)}

3. _{To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.
   遵守與你在電話銀行中心工作職責的相關程序及控制的要求。 (適用於所有級別職員)}

4. _{To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)}

_{遵守所有相關的政策和程序, 包括所有監管規條, 本地及集團的要求。(適用於所有級別職員)}

5. _{To reinforce control environment and compliance processes, ensuring no audit is graded worse than improvement needed.
   要加強控制環境和管理過程，保證良好的審查評級。}

_{Project Management項目管理}

_{1. Participate and carry out strategic projects initiated for contact centre as needed}

_{參與及執行由電話銀行中心的策略計劃項目 (如適用)}

2. _{Participate in performance improvement projects to streamline processes for effective and efficient service delivery by the contact centre.}

_{參與表現改善項目和簡化流程步驟項目，於電話銀行中心內建立有效和高效率的服務承諾}

岗位要求:

1. 大专或以上学历

2. 至少两年以上电话客户服务工作经验

3. 具有银行相关工作经验优先

4. 良好的英语能力, CET-6合格者优先

5. 良好的沟通表达能力，有执行培训经验者优先

6. 熟练操作电脑办公软件，包括Excel高级数据处理及PPT制作

7. 能承受高强度工作压力并勇于接受挑战