携程Group Leader-海外OB(MJ017217)
任职要求
1.本科以上学历,3年以上相关服务管理从业经历
2.熟练运用各种激励措施,优秀的客服技巧,卓越的团队领导能力,具有专业的沟通和谈判技巧
3.具有较好的客户服务意识,具备优秀的突发事件、投诉处理能力,工作耐心细致
4.具有良好的团队合作精神,优秀的团队建设和管理能力
5.熟练操作常用办公软件,具有较强的正向感染力,抗压力
工作职责
1.负责运营和员工管理、人员保留,跟进服务过程中发现的问题,并主动沟通协调,提升客服工作效率,保证客商体验 2.负责客服人员的业务辅导,及时发现业务的待优化点,且积极主动优化业务流程 3.负责团队员工日常指标达成、绩效面谈及离职管控 4.协助上级进行本团队、跨部门工作开展,推动完成协同性工作任务
1. Responsible for service teams management and report to Operation Manager on overall performance and progress. 2. Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching. 3. Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products 4. Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams. 5. Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution. 6. Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization. 7. Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.
1. Responsible for service teams management and report to Operation Manager on overall performance and progress. 2. Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching. 3. Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products 4. Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams. 5. Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution. 6. Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization. 7. Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.
1. Responsible for 3-4 service teams management and report to Operation Manager on overall performance and progress.2. Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching.3. Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products4. Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams.5. Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution.6. Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization.7. Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.
1. Responsible for daily work of the team and ensure the normal operation.2. Supervise the operational data of the call center and conduct proper onsite management.3. Properly distribute the daily for staff within the team.4. Supervise the staff KPI and take precautions to enhance the ability of the staff.5. Host daily meetings6. Train and convey new procedures and monitor the implementation and performance.7. Deal with the complaints.8. Communicate with staff regularly.9. Conduct communication concerning the monthly performance appraisal with staff.10. Arrange rational shift by estimating the volume of business.11. Propose projects that optimize the working procedures and complete them.12. Deal with emergencies.13. Cooperate closely with other team leaders.14. Compete the tasks assigned by Operation Manager/Group Leader in time.