职位描述
1. To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;
2. Maintain and improve customer satisfaction across all channels and products;
3. Accountable for managing absence, attrition and adherence within the teams;
5. Measuring performance of the key Team Members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one-to-one coaching and devising appropriate action plans;
6. Responsible for maximizing team productivity;
7. To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;
8. Analyze, interpret and report to the Services Manager on performance statistics, identifying trends and presenting appropriate recommendations for improvements;
9. Developing excellent working relationships across all functions within the business and management of conflict situations.
任职资格
1. 5+ years managing and coaching contact center teams more than 50 members;
2. Understand different cultures, international background or worked in international environment is preferred;
3. COPC/6 Sigma/PMP experience is preferred;
4. Full-Time Bachelor degree or above;
5. Commitment to excellence;
6. Committed to data driven decision making and result oriented;
7. Clearly communication skills;
8. Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc.;
9. Ability to deliver quality results under pressure;
10. Fluent spoken and written English;
11. Proficient in MS office tools.