TL Requirements:
? 3+ years’ experience in call center management.
? Professional in team management including operation management and people management.
? Root cause analysis and problem shooting ability.
? Strong communication skill both in English and Chinese in written form and orally
? Self-motivated, positive minded, able to manage multi-task and work under pressure and willing to face new challenge.
? E-commerce related experience is required.
? Fashion or luxury related experience is preferred.
? Proficiency in Office software.
? College degree or above.
Main Duty:
Operation related
? Lead the team to delivery high quality service to customers to monitoring, guiding and assessing agents’ daily work based on SOP, FAQ, working plan and any other standard documents.
? People management including individual coaching, offering corrective action, guiding career development, and keep team morale in good status by creating a positive environment.
? Maintain the team‘s delivery quality and good customer relationships develop from building good customer experience.
? Process improvement and optimization.
? Customer insight collection.
? Prepare for regular business review and follow up the to-do tasks.
Quality related
? Set up QA mechanism to monitor agents’ service quality.
? Service quality monitoring by sampling agents‘ recordings.
? Deliver coaching and calibration to improve service skills.
? Identify training needs of agents and liaison with Training department to develop training programs to meet business needs.
? Be the bridge between Training department and Call Center.
? Be a quick learner of new brand/product knowledge and deliver effective coaching to agents.
? Coach staff to reinforce training concepts and ensure development of skills needed to ensure consistent delivery of Service Excellence.
? Complete QA related report weekly and monthly.
要求:
?3年以上呼叫中心管理经验。
?专业团队管理,包括运营管理和人员管理。
?较强的中英文口头和书面沟通能力
?自我激励,积极向上,能够管理多项任务,在压力下工作,并愿意面对新的挑战。
主要职责:
?带领团队根据标准操作规程、常见问题解答、工作计划和其他标准文件,为客户提供高质量的服务,以监控、指导和评估团队的日常工作。
?人员管理,包括个人指导、提供纠正措施、指导职业发展,并通过创造积极的环境保持团队士气良好。
?每周和每月完成质量保证相关报告。