美团Service Delivery Manager | Brazil
任职要求
Key Requirements: Experience: 5+ years of experience in a leadership role within customer service operations, preferably in the food delivery or e-commerce industry. Proven track record of managing large-scale operations with both in-house teams and BPOs. Skills: Strong understanding of quality assurance frameworks, training methodologies, WFM processes, and operational metrics such as CSAT and NPS. Expertise in using customer support tools like Zendesk, Salesforce, Freshdesk, or similar platforms. Analytical mindset with proficiency in interpreting data to drive actionable insights. Soft Skills: Excellent communication skills for collaborating with cross-regional stakeholders and handling sensitive conversations effectively. Problem-solving abilities with a proactive approach toward challenges. Qualifications: Bachelor’s degree required; Master’s in Business Administration preferred. Certifications in Customer Experience Management, COPC or Six Sigma are a plus. Language Skills: Fluency in Portuguese and English. Additional LATAM languages; e.g. Spanish is a plus. Travel: Willingness to travel when required for business.
工作职责
Key Responsibilities: 1. BPO Operations Management: Oversee day-to-day operations of BPO teams to ensure alignment with company goals and service standards. Monitor and evaluate BPO performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Conduct regular calibration sessions with BPO partners to ensure consistency in service delivery. 2. Quality Assurance: Implement robust quality assurance processes to ensure high levels of customer satisfaction (CSAT). Conduct audits and reviews to identify gaps in service quality and recommend corrective actions. 3. Training & Development: Collaborate with the training team to design and deliver effective training programs for agents. Ensure training content is updated regularly to reflect process changes and business needs. 4. Workforce Management (WFM): Oversee WFM processes, including forecasting, scheduling, and real-time adherence (RTA). Optimize staffing levels to balance efficiency with service quality. 5. Process Improvement: Identify opportunities for process optimisation to enhance operational efficiency and customer experience. Drive initiatives that focus on automation and digitisation within customer service workflows. 6. Reporting & Analytics: Generate detailed reports on agent performance, adherence, productivity, CSAT, FCR (First Contact Resolution), and other KPIs. Use data-driven insights to inform strategic decisions and improve service delivery outcomes. 7. Leadership & Collaboration: Lead cross-functional teams across quality, training, WFM, and operations to achieve departmental objectives. Foster a culture of accountability, continuous improvement, and customer-centricity within the team.
Level Infinite is Tencent’s global gaming brand. It is a global game publisher offering a comprehensive network of services for games, development teams, and studios around the world. We are dedicated to delivering engaging and original gaming experiences to a worldwide audience, whenever and wherever they choose to play while building a community that fosters inclusivity, connection, and accessibility. Level Infinite also provides a wide range of services and resources to our network of developers and partner studios around the world to help them unlock the true potential of their games. In our strategic analysis team, you will have the opportunity to： Drive strategic development for Level Infinite's global business Gain hands-on experience in driving Level Infinite and subsidiary companies’ management Work with a growing team led by high-caliber executives from top-tier game companies and professional services firms Responsibilities: Provide game-changing strategy and inspire out-of-the-box thinking to senior leaders Collaborate with internal teams and conduct deep-dive analyses to support strategic decisions at C-level Monitor global gaming market and leading companies, identify and analyze emerging industry trends and their implication on the business Deliver regular Business Intelligence reports to top executives of both global gaming business and Tencent-level Work Location: China-Shanghai | China-Shenzhen
1. Oversee service delivery for both BPO and in-house customer service teams 2. Manage client relationships and ensure service level agreements are met 3. Monitor and improve performance metrics across all customer service channels 4. Coordinate service delivery efforts between different teams and departments 5. Implement and optimize customer service processes and technologies 6. Manage budgets for service delivery and allocate resources effectively 7. Provide leadership and mentorship to team managers and supervisors 8. Analyze customer interaction data to identify trends and areas for improvement 9. Ensure compliance with quality standards and regulatory requirements 10. Develop and implement strategies to enhance customer satisfaction and loyalty 11. Manage vendor relationships with BPO partners 12. Lead continuous improvement initiatives for service delivery *The task responsibility and allocation is subject to change based on business needs
• Lead a team of 10 Vendor Consultants, prioritizing strategic initiatives and provide escalation support as needed. • Success will be measured by the performance of your internal teams on input metrics and impact of vendors on creating a great customer experience. • Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience, in collaboration with other Amazon programs and teams. • Manage end to end goal setting for team to align with organizational goals. • Build strong relationships with stakeholders across the portfolio; proactively build joint business plan action items and act as a point of escalation for outstanding issues, questions, and concerns. • Act as a thought leader in defining success criteria and understand business needs of Selling Partners in an ever-changing business environment. Contributes to and leads strategic plans and documents for the organization. • Leads recruiting and hiring efforts across direct team and broader organization. • Manage stakeholders needs and monitor complexity through efficient resource allocation of Vendor Consultants. • Monitor stakeholder’s satisfaction survey results to analyze both positive and negative feedback trends. Establish improvement plans and mange expectations with Vendor Consultants as appropriate.
• Lead a team of 10 Vendor Consultants, prioritizing strategic initiatives and provide escalation support as needed. • Success will be measured by the performance of your internal teams on input metrics and impact of vendors on creating a great customer experience. • Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience, in collaboration with other Amazon programs and teams. • Manage end to end goal setting for team to align with organizational goals. • Build strong relationships with stakeholders across the portfolio; proactively build joint business plan action items and act as a point of escalation for outstanding issues, questions, and concerns. • Act as a thought leader in defining success criteria and understand business needs of Selling Partners in an ever-changing business environment. Contributes to and leads strategic plans and documents for the organization. • Leads recruiting and hiring efforts across direct team and broader organization. • Manage stakeholders needs and monitor complexity through efficient resource allocation of Vendor Consultants. • Monitor stakeholder’s satisfaction survey results to analyze both positive and negative feedback trends. Establish improvement plans and mange expectations with Vendor Consultants as appropriate.