宜昌招聘

职位描述：
概述
 
负责制定全国统一的客户服务战略和标准服务流程；为中心运营团队成员提供在职培训；为中心的非教学团队进行产品培训；与中心的管理层一起落实运营政策和标准化服务流程的贯彻执行；中心服务水准和运营效率的审计。
与中心总经理紧密合作，全面协助支持大区总经理以及服务运营副总裁。通过贯彻执行全国统一的标准化服务流程和政策，确保服务运营团队的高质量运转从而向客户提供优质服务，最终持续提高学员满意度从而提升公司的品牌美誉度。同时，这一职位也是中心和总部的沟通桥梁，既要通过全国优秀的标准不断进行创新，也要把全国优秀的运营经验在本大区内贯彻实施。
 
 
主要职责
 
1.制定全国统一的客户服务战略和标准服务运营流程。
2.推动中心服务流程的创新和优化，提高服务运营的效率。
3.监管中心服务质量和运营流程，确保符合全国标准。
4.综合利用各种工具比如全面质量管理(TQM)，服务质量差距模型(SQG)等，来全面强化提高EFEC的整体服务质量。
5.对于大区中心服务运营经验给予评估，甄选优秀案例、提炼精髓，在大区乃至全国给予分享与推广。
6.建立指导规范，以实现中心服务团队员工和学生人数的配比的最优化。
在EFEC服务运营改革管理中发挥项目经理的作用。
7.提供服务团队新入职员工培训；对成熟中心的 CGM、COM 提供“培训师培训项目”TTT，以确保 CGM、COM 能在本中心为员工提供持续不断的在职培训。
与大区总经理和大区招聘部门的同事合作，协调本大区服务运营团队员工的配额和调动。
8.与大区招聘部门同事紧密合作，在员工的聘用和优秀员工的管理方面发挥作用，提高服务运营团队员工的满意度，推动员工的职业发展和优秀人才的梯队培养。


SYNOPSIS
 
Will be mainly responsible for formulating national customer care strategies, standard operation
procedures (SOP) for center customer-facing team; on-going service training for center operations staff; product Train-The-Trainer (TTT) training for center non-academic staff; deployment of policy and SOP with center stakeholders; center service level and operational efficiency audit.
This position works with CGMs to support RGM and Service Operations VP in improving student
satisfaction, ensuring service operational excellence through the implementation of national service policy and procedure. This role bridges central and center teams in establishing national best practice and its regional deployment.
 
KEY RESPONSIBILITIES
 
1.Formulate national customer care strategies and service operations SOP.
Drive center service process innovation to improve service operational efficiency.
2.Audit center service quality and operations processes, ensuring both are in compliance with the national standards.
3.Incorporate such tools as Total Quality Management (TQM), Service Quality Gap (SQG), etc. to enhance EFEC overall service quality.
4.Identify and evaluate regional service operations practices; develop national best practice and be responsible for its deployment.
5.Establish guidance on optimized service staff to student ratio.
Function as the project manager of EFEC service operations change management initiatives.
6.Provide onboard training to new service staff; lead TTT program at CGM, COM level to ensure they provide consistent on-job training to center staff for existing center.
7.Work with RGM and Regional RED on service operations staff allocation and movement within one region.
8.Work with Regional RED on employee engagement initiatives and talent management program to drive service operations staff satisfaction, career development and succession. 举报 分享

关于英孚教育
英孚教育成立于1965年，是一家全球教育培训公司，以“教育，让世界无界”为企业使命。英孚在全球各地有诸多学校和办事处，并拥有优质在线英语学习基地Englishlive。英孚主要致力于语言培训、出国留学游学、学位课程和文化交流等项目。英孚还发布了全球英语熟练度报告,该报告打破了地域限制，在全球范围内测试了不同国家成人的英语能力。
 
About EF Education First
Established in 1965 with a mission to open the world through education, EF Education First (EF) is an international education company which focuses on language, academics, and cultural experience. EF has hundreds of schools and offices worldwide and online English learning platform English Live . With long term commitment in China, EF has been selected as the official supplier of language training services for Beijing 2008 Olympics. Since 1988, EF has provided service to Olympic Games for six times, including the PyeongChang 2018 Winter Olympics and the upcoming Tokyo 2020 Olympics. Each year, EF publishes the English Proficiency Index measuring the English ability of adults in countries across the world.