携程Team Leader_EN_HTL_IB(MJ034219)
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. - Proficiency in a minority language based on business needs. - Good English skills in listening, speaking, reading and writing. - Good str…
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 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. Support to achieve service level and efficiency targets from Work Force Management perspective2. Real-time monitoring of service level and providing suggestions to service team3. Work closely with team leaders to constantly monitor staff movements in line upon forecast plan4. Implement improvement measures to ensure SLAs are well met5. Develop 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.6. Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
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.