直招英语客服组长-双休-五险一金

1.负责呼叫中心团队成员的日常管理

2.对团队成员进行绩效评估和反馈，根据设定的指标（如呼叫接听量、客户满意度等）考核员工表现，指出优点和不足，激励员工提升绩效。

3.业务指导方面：

61 为团队成员提供培训和指导，内容涵盖业务知识（如产品信息、服务流程等）和沟通技巧（如话术运用、问题处理方式等），使员工能够专业、高效地服务客户。

61 及时解答团队成员在工作过程中遇到的业务问题，确保服务的准确性和连贯性。

4.数据监控与分析方面：

61 监控团队各项关键数据指标，如呼叫接通率、平均处理时间、客户投诉率等，通过数据分析发现潜在问题和业务趋势。

61 根据数据分析结果制定改进策略和计划，比如当接通率较低时，分析是线路问题还是人员安排问题，并采取相应措施。

5.客户服务质量方面：

61 监听团队成员与客户的通话，评估服务质量，确保成员按照标准流程和话术为客户提供优质服务。

61 处理客户升级投诉等复杂问题，协调相关部门解决问题，并跟进处理结果，提升客户满意度。

任职要求：

1.大学本科学历，两年以上工作经验（至少一年以上同职位工作经验）优先

2.有呼叫中心工作经验者优先

3.优秀的书面和口头沟通技巧。英语听说读写能力强

4.需要能够用普通话和英语向内部和外部利益相关者有效地提供信息。

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