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2018-03-23

最新公告:

高級運營經理-西安

工作地點:西安

工作語言:英文/中文

社招網站發布名稱: 高級運營經理/Senior Operation Manager

崗位職責:

1)  Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support;

2)  Complete end to end responsibility of account delivery;

3)  Responsible for delivering against client SOWs and SLAs;

4)  Operations leadership for establishing processes, metrics identifications and reporting;

5)  Ensure roll out of all center standards on Quality, Controls & Compliance and all pertinent house keeping items for the account;

6)  Deliver to the Continuous Improvement Objectives for the account;

7)  Understanding and deploying appropriate tools and assets;

8)  Manage relationships with customers at the senior and middle management level and ensure customer satisfaction;

9)  Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making;

10) Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery;

11) Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training;

12) Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met;

13) Responsible for working with the cross functional teams to ensure successful delivery of the account managed;

14) Ensure 100% compliance of all controls by the delivery team;

15) Produce timely and effective client reports and internal management reports to present the performance of the account;

16) Ensure delivery of the account per the contract and DOU signed with the customer;

17) Constantly look for and create opportunities of growth of the account.

 

崗位要求:

1)  7+ years working experience in contact centers, experience with outsourcing business will be a plus;

2)  Experience in managing a large account, with 200+ people, Excellent management skills;

3)  Financial Acumen, having experience in managing P&L / costs for the account;

4)  Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports.

5)  Client relationship management, Problem determination and be able to make crisp action plans;

6)  People Management - Facilitate a healthy and a motivating environment;

7)  Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;

8)  Understanding and Focus on Business Controls / Process adherence and Compliance;

9)  Be able to establish strong working relationship with internal CONCENTRIX and functional teams;

10) Some experience with transition and project management concepts / methodology is preferred.

 


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