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 Process Manager(call center ,QA) |
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mlg
头衔: 海归少校
加入时间: 2005/11/21
文章: 145
海归分: 18033
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作者：mlg 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
if you are intersted in this chance please contact me or send CV to me
George Ma
MSN: [email protected]
E-mail: [email protected]
Job Description
JOB TITLE: Process Manager PROGRAMME: NCL
LOCATION: Beijing REPORTS TO: Call Center Manager
Purpose of the Job and objectives:
To supervise a team of call quality monitoring whose role is support the development of the Call Center by monitoring CSE’s calls. Standards of service will be maintained and improved using the strengths and development areas identified by their team.
Main Duties, Responsibilities and Deliverables:
To ensure that the team monitor the target number of calls per CSE per month via silent monitoring and side by side observation to identify the areas that CSE’s are above and below the standard required in.
To provide a monthly report on each CSE detailing strenghts and development areas for the Team Leaders to work on with their CSE’s.
To ensure that the team adhere to call marking guidelines when quality checking.
To ensure own and teams knowledge of procedures, programme rules, promotions and systems are kept up to date at all times.
To idenfity areas of improvement for CSEs and the Call Center as whole, making recommendations to management for improvement the levels of service we deliver to our members.
To communicate with Call Center management team and working in partnership with them to make improvements to service delivery.
To carry out regular benchmarking sessions with the team to ensure that they assess calls in a consistent manner.
To follow up with each Team Leader on a monthly basis providing feedback on their team by preparing a specific development plan.
To assist with the development of Team Leaders and team champions in coaching skills.
To ensure the consistent marking of calls develop your team by holding benchmarking sessions with them each month.
To develop other staff with relevant language skills to assist the team when required.
To develop your own teams skills and knowledge in all areas of the business including coaching skills.
To upskill trainers in recognising strengths and weaknesses in CSE’s so that the coaching can commence in induction training.
To develop the call monitoring guidelines and assessment tools to reflect changes in procedures, policy and the level of service being delivered.
To work with the Call Center Manager to develop CSE’s productivity measures and quality and productivity related incentives.
Competencies:
Strong customer service mind, assertive and result-oriented.
Proven success is a must in QA, process reengineering, and IVRS.
Strong business (call centre) acumen is a must.
Good people developing skills.
Being flexible and able to initiate and drive changes across all levels.
Resilient and positive attitude.
Excellent team building, communication and interpersonal skills across all levels
Good understanding of call center operations
Working knowledge of Microsoft Office applications
Excellent command of spoken and written English and Chinese
作者：mlg 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 Process Manager(call center ,QA) -- mlg - (3146 Byte) 2007-8-30 周四, 15:49 (750 reads)
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