美团Keeta-CS Manager of Business Process Innovation
任职要求
1. Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider. 2. Experienced in service process design, and have insignt in full service journey customer experience management 3. Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs. 4. have a sense of service, able to think customer-centered. 5. Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel. 6. Have experience in the Middle East market, Arabic and English can be used as working languages.
工作职责
1.Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides. 2. Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc.. 3. Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics. 4. The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution. 5. Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
1.Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides. 2. Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc.. 3. Design takeaway journeys and scenarios in line with Saudi customers' habits, and output applicable service processes, solutions and communication tactics. 4. The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution. 5. Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
预测与规划： 基于历史数据和趋势，制定清晰的短期和长期工作量预测，确保客服中心人员需求的合理规划。分析业务需求，制定人员配置计划，确保客服资源能满足不同的服务量。 排班与调度管理： 设计、优化客服中心排班表，确保最大化利用资源并符合服务需求。实时监控排班情况，带领BPO WFM根据业务需求调整人员安排，及时应对突发事件。 绩效分析与改进： 定期分析关键绩效指标（KPI），如客户服务水平、平均处理时间、人员利用率等，提出优化建议。与运营团队合作，优化流程，提升客服中心的整体服务效率与客户满意度。 区分不同渠道的制定不同的产能目标，并持续进行跟踪、带领BPO WFM团队优化产能指标 工具与系统管理： 负责搭建、管理和维护WFM工具，并运用创新方式推动自动化管理流程的创新。与技术团队协作，解决系统相关问题，确保工具和系统的高效使用效果。 团队合作与沟通： 与运营、招聘及培训团队紧密合作，确保人员配置与业务需求相匹配，并及时应对人员流动带来的变化。定期向管理层汇报客服中心人员管理和排班情况，提供相关分析报告。 Forecasting and Planning: Based on historical data and trends, develop clear short-term and long-term workload forecasts to ensure reasonable staffing planning for the customer service center. Analyze business needs and formulate staffing plans to ensure customer service resources can meet varying service volumes. Scheduling and Workforce Management: Design and optimize customer service center schedules to maximize resource utilization and meet service demands. Monitor scheduling in real time, lead the BPO WFM team to adjust staffing according to business needs, and respond promptly to emergencies. Performance Analysis and Improvement: Regularly analyze key performance indicators (KPIs), such as customer service level, average handling time, and staff utilization, and provide optimization suggestions. Collaborate with the operations team to optimize processes and improve the overall service efficiency and customer satisfaction of the customer service center. Set differentiated capacity targets for different channels, continuously track performance, and lead the BPO WFM team to optimize capacity metrics. Tools and Systems Management: Responsible for building, managing, and maintaining WFM tools, and driving innovation in automated management processes. Collaborate with the technical team to resolve system-related issues and ensure efficient use of tools and systems. Teamwork and Communication: Work closely with operations, recruitment, and training teams to ensure staffing aligns with business needs and respond promptly to changes caused by staff turnover. Regularly report to management on customer service center staffing and scheduling, and provide relevant analysis reports
预测与规划： 基于历史数据和趋势，制定清晰的短期和长期工作量预测，确保客服中心人员需求的合理规划。分析业务需求，制定人员配置计划，确保客服资源能满足不同的服务量。 排班与调度管理： 设计、优化客服中心排班表，确保最大化利用资源并符合服务需求。实时监控排班情况，带领BPO WFM根据业务需求调整人员安排，及时应对突发事件。 绩效分析与改进： 定期分析关键绩效指标（KPI），如客户服务水平、平均处理时间、人员利用率等，提出优化建议。与运营团队合作，优化流程，提升客服中心的整体服务效率与客户满意度。 区分不同渠道的制定不同的产能目标，并持续进行跟踪、带领BPO WFM团队优化产能指标 工具与系统管理： 负责搭建、管理和维护WFM工具，并运用创新方式推动自动化管理流程的创新。与技术团队协作，解决系统相关问题，确保工具和系统的高效使用效果。 团队合作与沟通： 与运营、招聘及培训团队紧密合作，确保人员配置与业务需求相匹配，并及时应对人员流动带来的变化。定期向管理层汇报客服中心人员管理和排班情况，提供相关分析报告。
1. Monitor the customer service agent during rotating shifts at call center; 2. Provide business guidance and standard process to the agents; 3. Act as the point of contact and quickly respond to service needs in the shift hour when the urgent case happen; 4. Quickly identify operational or process issues with agent and provide improvement solutions. 5. Actively monitor various operational queues and assign resources to ensure SLA compliance. 6. Coach and feedback team members to improve performance. 7. Collaborate and monitor outsource vendors to drive performance per interval. 8.The task responsibility and allocation is subect to change based on business need.