职位描述

Responsible for 3-4 service teams management and report to Operation Manager on overall performance and progress.
Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching.
Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products
Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams.
Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution.
Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization.
Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.

任职资格

Full-Time Bachelor degree or above;
2-5 years service experience with small-medium team management is preferred.
Proficiency in English both verbal and written;
Proficient in MS office tools;
Have good communication skills, executive and detailed-oriented, serious and responsible work attitude, and have the spirit of cooperation.