携程EN HTL OB QC(MJ032340)
任职要求
Full-Time Bachelor degree or above;Proficiency in English both verbal and written, Chinese is a plus.Strong organization and time management skills.Strong communication skills in 1 on 1 or public speaking.A strong customer oriented mindset.Good comput…
工作职责
Evaluate advisor performance by monitoring communications with customers and system operations.Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems.Lead or participate in service quality and workflow improvement initiatives.Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required.Advocate the Trip.com culture both internally and externally.Assist with ad hoc projects assigned by Team Leads / Supervisors.
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.
Position description：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.
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 meetings - Train 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. - Complete the tasks assigned by Operation Manager/Group Leader in time.
1. Assist customers with their inquiries and concerns in (English) via phone, chat, or email; 2. Communicate effectively with customers, showing empathy and patience; 3. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required; 4. Advocate the Trip.com culture both internally and externally; 5. Assist with ad hoc projects assigned by Team Leads / Supervisors.