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 猎头职位：深圳-电话客服经理Teleservice Mgr-negotiable |
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jackiesong
[博客]
头衔: 海归中将
加入时间: 2010/01/25
文章: 1724
海归分: 499049
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作者：jackiesong 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Title: Teleservices Manager
Report line: Head of Call Centre
Location: Shenzhen
Scope Of Role:
The primary purpose of this position is to manage a group of Teleservices Teams responsible for the handling of Customer contacts received through inbound telephone calls.
Key Responsibilities/Challenges:
Sales and Service Delivery
1. To monitor and achieve productivity and service standards.
2. To monitor Teleservices Team cross-sell and attrition gating performance.
3. To address difficult Customer enquiries, requests and complaints which cannot be handled by Team Leaders and provide feedback to business in order to facilitate further service delivery improvement.
4. To identify opportunities to improve workflow design for improved productivity.
5. To approve Customer transactions, where required.
6. To manage and monitor new product/program launches and marketing programs/campaigns.
7. To develop action plans to improve unit performance
8. To conduct staff meetings regarding updates related to product/program launches, procedural changes, management directives, etc.
9. Comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
People Management
1. To supervise the day-to-day operational activities of Team Leaders in the delivery of their job responsibilities.
2. To monitor Team Leader performance through floor management and analysis of relevant performance reports.
3. To ensure Team Leader work schedules meet organisational requirements and objectives.
4. To coordinate with the Training Specialist regarding Team Leader training and development needs.
5. To provide coaching, mentoring, feedback, and on-the-job training to Team Leaders and Team Members, where required.
6. To conduct Team Leader performance reviews and facilitate the creation of Personal Development Plans (PDPs).
Operation and compliance risk management
Risk Management
1. To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. (for Managers or Officers)
2. To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre. (for all levels of staff)
3. To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff)
4. To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
Selection Criteria:
1. Bachelor graduate or above
2. Supervisory role experience in the customer services, call centre field, and with sound supervisory skills is a must
3. Excellent in Cantonese speaking
4. Good command of both oral & written English
5. Proficiency in computer usage
6. Strong interpersonal and communication skills
7. Aggressive, able to work under pressure, and with high team spirit
8. Innovative and passionate about people
If you are interested and confident within this position, pls send your updated CV to： [email protected]
职位转自：https://www.krimx.com/article/view.asp?id=2923
Krimx.com - 复旦、中欧MBA发起的猎头职位分享网站
作者：jackiesong 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 猎头职位：深圳-电话客服经理Teleservice Mgr-negotiable -- jackiesong - (7367 Byte) 2010-8-31 周二, 09:25 (896 reads)
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