工作职责：
● Supervise and coordinate the daily service and compliance activities/operations of the call center team, with strong organizational and time management awareness and analytical skills.
● 监督和协调呼叫中心团队的日常服务和合规活动/运营，具有较强的组织和时间管理意识和分析能力。
● Liaise with the client's internal functions and third party partners to ensure the implementation and fulfillment of call center services and compliance activities/operations.
● 与客户的内部职能部门和第三方合作伙伴保持联系，确保呼叫中心服务和合规活动/运营的实施和履行
● Based on data collected from traditional service channels, submit complete and timely standard reports quarterly or as required, including but not limited to business reviews and insights summaries, with a strong focus on important details and data accuracy.
● 根据从传统服务渠道收集的数据，每季度或按要求提交完整、及时的标准报告，包括但不限于业务回顾和洞察总结，重点关注重要细节和数据准确性
● Provide suggestions and recommendations to improve call center service team skills
● 为提升呼叫中心服务团队技能提供意见和建议
● Responsible for compliance, documentation and process execution of call center; Lead the identification of corrective action and preventive action implementation as the subject matter expert for Call center compliance and quality audit/investigation.
● 负责呼叫中心的合规、文件编制和流程执行;作为呼叫中心合规和质量审核/调查的主题专家，领导纠正措施和预防措施的实施
● Work with CC services and Compliance TQA to develop standard operating procedures and FAQs related to call center services and compliance.
● 与呼叫中心服务和合规TQA合作，制定与呼叫中心服务和合规相关的标准操作程序和常见问题
● Actively work with CCC leadership, Other Functional Business Leader/s, internal Customer and third party partners to ensure the implementation of processes and strategies for service and compliance activities
● 积极与CCC领导、客户方其他部门业务主管、内部客户和第三方合作伙伴合作，确保服务和合规活动的流程和策略的实施
● Backfill specialist tasks when case volume surge, including phone call pick up, case processing from email or other channels.
● 当案件数量激增时，承担客服专员的任务，包括接听电话，通过电子邮件或其他渠道处理案件。
● Handle Serious complaints (example: government, media exposure complaints)
● 处理严重投诉 (举例：政府、媒体曝光投诉)
● Perform other relevant CCC duties as assigned if necessary
● 必要时执行指派的其他相关CCC职责

任职要求：
● 大专或以上学历。
● 至少 2 年 BPO 或消费者护理行业团队领导经验，护肤品/化妆品/自我护理行业优先考虑。
● 双语沟通能力，英语、普通话和简体中文流利
● 具备塑造和领导团队的能力，具有很强的影响力和沟通技巧，以及对合规。
● 精通 Word、Excel、PowerPoint、Outlook 及其他软件、客户端系统、互联网导航
● 善于撰写报告、消费者反馈和项目手册。思维敏捷，能够应对变化和业务要求。能够按照所有政策和法规要求处理敏感和私人客户信息。
● 能够遵守最后期限和关键目标，独立工作，具有团队合作精神，并能推动工作取得成果