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 *最新职位:Call Center Operation Manager-027 |
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dalian-DLM
[博客]
[个人文集]
头衔: 海归少校
性别: 
加入时间: 2007/01/16
文章: 127
海归分: 19484
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作者：dalian-DLM 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Language: English/Japanese/Mandarin
Location: Global Delivery Center Dalian Site
The CRM Leader role is for Greater China where this role will oversea and build the delivery capabilities of CRM services in China. This role will be responsible for project SLAs & customer satisfactions & some extent of solution/costing review. It is another strategic & high visibility role working with Asia Pacific & Global team in projects and business development
The Call Centre Operation Manager role is to manage existing inbound & outbound call centre for technical support and lead generation. It is a delivery role to ensure SLA compliants, customer satisfaction and continuously drive for higher efficiency
Job Responsibility:
1. Lead and manage both inbound technical support (for printing solution) for 10 countries and outbound lead generation (for products & solution). Project team members will be supporting multi lingual and multi countries clients
2. Responsible for SLAs, project budget and customer satisfaction
3. Manage client requirements and expectations
4. Responsible to ensure high performance and highly motivated team
5. Responsible for regional reporting (as the DPE) on the health of project
Qualification:
1. Bachelor degree/equivalent with minimum -10 years of working experience and at least 3-5 years experience in call center project management.
2. experience to manage call center group of similar size of 50-100 for multi national companies for at least 3-5 years.
3. experience with call center in China, Taiwan, Hong Kong, Japan, South Korea - others would be a plus
4. experience working in outsourcing company would be preferable
5.fluent (read/write/speak) in Chinese & English& Japanese are mandatory
6.Role to be based in Dalian
7.Good communication skill and personality
8.Ability to work on multiple tasks
9.Leadership that able to effectively lead a team to achieve a common goal
Technical Skills(Level 4-5)
a. understanding of call centre management metrics & techniques
b. understanding of call centre tools / voice & data infrastructure (high level on how it works)
c. experience in managing large technical support centre or team
d. experience in managing large customer care centre or team
Non-Technical Skills(Level 4-5)
a. managed more than 50-100 people before, either in outsourcing service provider environment or corporate internal callcentre environment
b. worked in multi national environment
c. action oriented
d. good communication skills
作者：dalian-DLM 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 *最新职位:Call Center Operation Manager-027 -- dalian-DLM - (2588 Byte) 2007-3-02 周五, 11:10 (914 reads)
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