携程Group Leader NPL EN SHACC(MJ028124)
任职要求
1. Bachelor degree or above; 2. 2-5 years of service experience with small-medium team management is preferred. 3. Proficiency in English both verbal and written; 4. Proficient in MS Office tools; 5. Have good communication skills, executive and detailed-oriented, serious and responsible work attitude, and have the spirit of cooperation.
工作职责
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.
Responsible for daily work of the team and ensure the normal operation.Supervise the operational data of the call center and conduct proper onsite management.Properly distribute the daily for staff within the team.Supervise the staff KPI and take precautions to enhance the ability of the staff.Host daily meetingsTrain and convey new procedures and monitor the implementation and performance.Deal with the complaints.Communicate with staff regularly.Conduct communication concerning the monthly performance appraisal with staff.Arrange rational shift by estimating the volume of business.Propose projects that optimize the working procedures and complete them.Deal with emergencies.Cooperate closely with other team leaders.Compete the tasks assigned by Operation Manager/Group Leader in time.
With expert knowledge on the [Hotel or Flight or New Product] product, guide both new and existing Advisors on service-related best practices;Liaise with the IBU Procedure Team and other Stakeholders to create and maintain customer and service-orientated procedures;Work closely with relevant Team Leaders/Group Leaders to fully understand both Customer and Advisor pain points and inefficiencies which can be optimized;Always question the status quo. There is always be a better way of doing things;Advocate the Trip.com culture and standards;Assist with any ad hoc projects and tasks from Group Leaders/Managers where necessary
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