美团Training Partner-Customer Service Center
任职要求
本科及以上学历，有客服中心或相关培训经验者优先；
具备优秀的表达能力、沟通能力和组织协调能力；
有较强的学习能力和团队合作精神；
熟练掌握葡萄牙语（听、说、读、写），能够作为工作语言进行培训和沟通；
同时具备英语能力者优先；
熟悉客户服务流程，有跨文化沟通经验者优先
具备以下条件优先
具备巴西本地客服培训或巴西外包客服管理经验，以及同时具备英语、葡萄牙语能力者优先，
Cand…工作职责
负责客服中心员工的业务知识、流程及技能培训，确保培训内容的有效传达与落地； 设计、开发和优化培训课程及教材，参与培训流程的设计与标准化管理； 组织并实施新员工入职培训、在岗技能提升培训等各类培训项目； 跟踪和评估培训期员工的绩效表现，收集并反馈学员在培训期内的学习与工作表现，协助制定改进措施； 定期对培训材料进行本地化调整和内容更新，协助知识库的建设与维护； 为一线客服人员提供疑难问题解答和业务支持，帮助其快速提升服务能力； 统计、分析培训相关数据（如通过率、满意度等），输出培训效果分析报告，为持续培训优化提供依据； 与运营、质检、HR等相关部门密切合作，协同推进培训相关项目，确保培训与业务紧密结合； 宣导公司客户服务标准和流程，提升客服团队服务一致性和专业度； 完成团队交办的其他培训相关工作。 Deliver business knowledge, processes, and skills training to customer service center staff, ensuring effective communication and implementation of training content. Design, develop, and optimize training courses and materials; participate in the design and standardization of training processes. Organize and implement various training programs, including new employee onboarding and on-the-job skill enhancement training. Track and evaluate the performance of employees during the training period, collect and provide feedback on their learning and work performance, and assist in formulating improvement measures. Regularly localize and update training materials to meet the needs of different regions and business lines; assist in building and maintaining the knowledge base. Provide support and answer questions for frontline customer service staff, helping them quickly improve their service capabilities. Collect, analyze, and report on training-related data (such as pass rates, satisfaction, etc.) to support continuous training improvement. Collaborate closely with other departments (such as Operations, Quality Assurance, HR, etc.) to ensure successful implementation of training projects. Promote company customer service standards and processes to enhance the professionalism and consistency of the service team. Complete other training-related tasks assigned by the team.
• Lead a team, developing and empowering each team member to learn, grow, and achieve performance and developmental goals • Drive business priorities and achieve store performance goals by planning and executing operational strategies within assigned functional areas • Capture the ‘Voice of the Customer’ to contribute to the customer insights, and to improve the specialists’ ability to deliver excellence customer experience • Assist with recruiting, training, developing, and retaining a diverse, high-performing team • Address customer and team member concerns and escalations, and partner with leadership and key business or People partners when appropriate • Monitor post and real time customer interactions of Specialists through call/chat review and engage in appropriate follow up such as providing coaching and ensuring the quality of the customer interactions • Contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn • Demonstrate Apple’s values of inclusion and diversity in daily activities • Be a role model for inclusive leadership behaviors and build, develop, and retain diverse teams • Take action to create a safe, respectful, and inclusive environment for all team members. • Be available to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
-Provide professional support and assistance to leadership team for performance and development conversations through workshop and classroom setting -Work with business partners in identifying performance issues, drafting and executing learning strategy, delivering courses in a professional and “Apple” manner -Accountable for work identified in ADDIE model to provide Apple and third party product and service aspect of learning solution for the Retail Contact Center with creative thinking and methodology -Build an association of trust with contact centre management and to update training progress, understand business challenges and performance gaps of teams and individuals -Engage closely with coaches to ensure lessons learned are implemented, and that training needs identified by the coaches are documented and solutions put in place -Collaborate with regional and worldwide learning team members in content development, content maintenance, and developmental projects -Continue to maintain and update extensive knowledge of line of business, and of products and services of Apple brand and third parties, participate in project updates, and facilitate train the trainer sessions to vendor partner -Utilize learning management systems for registration, administration, delivery and evaluation of training -Prepare training facilities, including rooms, equipment and supplies Ensuring the success of training through analysis, reporting and feedback -Support vendors in learning solutions, including training needs identified through change management and business updates -Support Discovery Center as part of learning solution, its hardware and software logistics, including but not limited to content curation and cross-functional group collaboration
负责外包服务商的选择、评估及合同谈判。确保供应商履约，定期评估其绩效，优化合作模式。建立和维护与外包合作伙伴的长期合作关系。 业务需求与资源规划 根据业务需求制定外包服务策略及资源规划。确保外包团队人力资源与技能匹配业务目标。 绩效监控与改善 监控外包团队关键绩效指标（KPI）资源定级的合理性。定期分析数据，发现问题并推动改进。 预算与合作 合理分析外包商达成的运营收益结果，确保成本效益最大化，并协助运营团队与外包商达成良好的服务支出以及收益，推动良好合作。 跨部门协作 与内部团队（如运营、培训、质量控制等）紧密合作，确保流程一致性。支持产品和系统优化，提供业务需求和反馈。 Responsible for the selection, evaluation, and contract negotiation of outsourcing service providers. Ensure supplier compliance, regularly assess their performance, and optimize collaboration models. Establish and maintain long-term cooperative relationships with outsourcing partners. Business Needs and Resource Planning Develop outsourcing service strategies and resource plans based on business needs. Ensure the human resources and skills of the outsourcing team align with business objectives. Performance Monitoring and Improvement Monitor key performance indicators (KPIs) and the rationality of resource grading for the outsourcing team. Regularly analyze data, identify issues, and drive improvements. Budget and Collaboration Analyze the operational benefits achieved by outsourcing providers to ensure cost-effectiveness is maximized. Assist the operations team in reaching favorable service expenditures and returns with outsourcing providers, fostering strong collaboration. Cross-Department Collaboration Work closely with internal teams (e.g., operations, training, quality control) to ensure process consistency. Support product and system optimization by providing business needs and feedback.
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.