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Process Manager | [查看更多类似职位] |
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工作地点 |
北京 |
发布日期 |
2008-04-23 |
工作年限 |
5年经验 |
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薪水范围 |
面议 | 学历要求 | 大专 |
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| 职位描述 |
职位类别： 客户服务/技术支持 工作地点： 北京 发布日期： 2008-01-25 工作经验： 5-10年 最低学历： 大专 管理经验： 是 工作性质： 全职 招聘人数： 1人 职位月薪： 15000-25000元/月 职位描述/要求： Purpose of the Job and Objectives: l 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: l 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. l To provide a monthly report on each CSE detailing strenghts and development areas for the Team Leaders to work on with their CSE’s. l To ensure that the team adhere to call marking guidelines when quality checking. l To ensure own and teams knowledge of procedures, programme rules, promotions and systems are kept up to date at all times. l 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. l To communicate with Call Center management team and working in partnership with them to make improvements to service delivery. l To carry out regular benchmarking sessions with the team to ensure that they assess calls in a consistent manner. l To follow up with each Team Leader on a monthly basis providing feedback on their team by preparing a specific development plan. l To assist with the development of Team Leaders and team champions in coaching skills. l To ensure the consistent marking of calls develop your team by holding benchmarking sessions with them each month. l To develop other staff with relevant language skills to assist the team when required. l To develop your own teams skills and knowledge in all areas of the business including coaching skills. l To upskill trainers in recognising strengths and weaknesses in CSE’s so that the coaching can commence in induction training. l To develop the call monitoring guidelines and assessment tools to reflect changes in procedures, policy and the level of service being delivered. Competencies: l Strong customer service mind, assertive and result-oriented. l Proven success is a must in QA, process reengineering, and IVRS. l Strong business (call centre) acumen is a must. l Good people developing skills. l Being flexible and able to initiate and drive changes across all levels. l Resilient and positive attitude. l Excellent team building, communication and interpersonal skills across all levels l Good understanding of call center operations l Working knowledge of Microsoft Office applications l Excellent command of spoken and written English and Chinese 联系方式： .
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