携程Team Leader_EN_FLT_IB(MJ034083)
任职要求
- Full-Time Bachelor’s degree or above. - Two years managerial experience in customer service team preferred. - Experience in internet companies, call centers, or tourism industry preferred. - Good ability in minority language (according to the language mastered). - Good English skills in listening, speaking, reading and writing, fluent in other languages(JP/KR/HK et…
工作职责
- 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 daily tasks for staff withinthe 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.
从劳动力管理的角度支持实现服务水平和效率目标。实时监控服务水平，并向服务团队提供建议。与团队领导紧密合作，根据预测计划持续监控员工动态。实施改进措施以确保服务水平协议（SLAs）得到良好满足。通过使用劳动力管理工具开发和维护全面的预测和调度模型，以预测呼叫量、创建人员配置需求，并为联络中心生成工作计划。协调并促进与其他部门团队的合作，以捕捉预测和人员配置影响活动。
Support to achieve service level and efficiency targets from Work Force Management perspectiveReal-time monitoring of service level and providing suggestions to service teamWork closely with team leaders to constantly monitor staff movements in line upon forecast planImplement improvement measures to ensure SLAs are well metDevelop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers.Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
Key The Customer Success Team Leader is supposed to lead the team to achieve customer growth and delivery to customer’s expectations in the assigned market. Manage a team to provide solutions for escalated concerns and complaints from global customers;Dive deep into our global segment markets to identify crisis; and escalate potential public issues that may impact Trip.com;Conduct thorough investigation into escalation in accordance with internal and external guidelines;Monitor issues, manage crisis and provide customized support to escalated cases by mastering knowledge of company policies and workflows.Analyze customers' feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service qualityProactively and independently works to meet targets, maintain CSAT, NPS.Identify trends and recommend improvements to procedure, products, and business processes.Provide existing team members with the training on the customer success operational process, set KPI targets and keep track on the performance, share information about the new internal procedures and new products/services, share information and strategy that was defined on the annual/quarterly/monthly planning.Regular reporting on performance is an important requirement of this role, as well as preparing and delivering reports to management.
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.