呼叫中心跨境team leader

61、结合项目要求，制定团队计划、培训以及发展、管理下属的绩效；

61 与客户（合作伙伴）建立良好的合作关系，与客户一起制定解决问题和推动持续改进的行动计划 ，复盘；

61 为管理团队提供指导，以确保公司政策和标准的一致管理，以专业和及时的方式解决员工关系问题 ，降低流失率；

61 定期与直接下属进行一对一交流，以评估个人绩效、团队绩效，并提供持续的发展辅导 赋能。

61 参加跨部门会议，审查从运营支持职能部门(培训、质量、WFM-现场管理部门、安全、人力资源部门、技术顾问)收到的信息。

61实施***实践并为甲方客户 超额交付，推动一致的绩效，评估员工需求，根据业务发展和客户的意见即时进行调整，以满足不断变化的要求

任职要求：

61 大专以上学历，两年以上工作经验(至少一年以上相同职位)优先 ，暂不接受***人员 。

61 有呼叫中心管理经验优先；

61 能够分析和改进工作流程，能拆分业绩达成运营目标

61 抗压能力好，现场事故处理冷静专业

61 在临期紧急交付项目时能合理安排时间 应对项目进度

61 英语水平较好、能够训练和指导一线员工 优秀的书面和口头沟通技巧。 需要能够双语沟通，***有异业处理经验。

61 能接受倒班工作制度。

Essential Functions/Core Responsibilities

61 Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

61 Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

61 Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

61 Create and maximize relationships with client partners

61 Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

61 Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

61 Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

61 Participate in cross functional meetings to review information received from operational support functions - Training, Quality, WFM, Security, HR, TA.- and partner to define action plans that resolve issues and drive continuous improvement

61 Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

61 Attend business reviews with the client

61 Handle a team of team leaders

Candidate Profile

61 College Degree in related field with more than two years of experience (with at least one years of same position or above) preferred

61 Call center experience preferred

61 Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

61 Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

61 Work well under pressure and follow through on items to completion while maintaining professional demeanor

61 Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

61 Demonstrated ability to mentor, coach and provide direction to a team of employees

61 Excellent communication skills, both written and verbal.

61 Ability to effectively present information to internal and external stakeholders, both in Mandarin and English is required.

61 Willingness to work a flexible schedule/arrangement