携程Group Leader EN OB SHACC HTL(MJ030981)
任职要求
1. Full-time 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 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 meetings 6. 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.
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.
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.