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 IT一流厂商招聘技术支持经理/主管(技术经验不是必须的) |
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Jeremy
头衔: 海归上士
性别: 
加入时间: 2006/05/11
文章: 15
来自: China
海归分: 1074
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作者：Jeremy 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
大家好,我是你们的老朋友Jeremy Mu，猎头公司的咨询顾问，下面是关于这个职位的详细描述，如果大家有任何需要我帮助或者不清楚的地方，请随时联系我！
下属：10-25人
薪资：主管(RMB150k/年－250k/年), 技术经理(RMB250k/年-450k/年)
Jeremy Mu
Consultant
+86 13881736669
[email protected]; [email protected]
Position: TS Manager
Job Summary:
Lead groups of engineers to provide call center technical support for notebook and desktop products
• Manage the call center key performance such as service level and customer satisfaction, ensure a quality support environment and to obtain maximum customer based satisfaction
• Analyze and identify performance gaps, and drive improvement initiatives
• Drive down cost by improving productivity, strengthening process, and enhancing team competencies
• Perform call monitoring and audits, and ensure closed loop corrective actions are in being executed. Ensure goals and performance plans are set up to support the improvement plans.
• Responsible for the overall development, motivation, and discipline of the teams.
• Set up and maintain smooth & effective communication channel with related functions to better support business needs.
Requirement:
• Bachelor's degree or equivalent with a minimum 5 years’ experience in customer service or related quality management experience.
• Concrete experience in delivering strategic solutions for a large call center and after sale support and service.
• Strong operational and management background with proven ability to lead an organization in customer service and support, by providing clear direction and objectives to teams, as well as inspiring them to take on new challenges and exceed expectations.
• Analytical and experienced in leveraging data and metrics to manage operation
• Excellent communication, presentation and negotiation skills are essential
• Excellent customer service orientation
• Ability to prioritize and take on multiple tasks
• Proficiency in English
Position: TS Team Leader
Job Summary:
Propose and implement appropriate methods for schedules in a timely manner that ensures proper coverage and equity while maximizing efficiencies and minimizing opex.
Create profiles for determining the optimum intraday work distribution amongst the supported contact centers, adjusting them as needed to ensure predictive accuracy.
Analyze daily work completion adjusting to assess profile and schedule effectiveness and take appropriate action to modify profiles, system parameters and or schedules to improve effectiveness.
Constantly evaluate the current staffing against current arrival patterns ensuring that staffing holes created by attrition are filled prior to creating a service level strain.
Recommends adjustments to call center staffing plans based on analysis of trends and strategic direction.
Work with regional team & IT department to define the CCC tools requirement, track the implemenation and ensure time to delivery.
Set up management system to track the effectiveness of the tools and provide consistent feedback and improvement
Requirement:
Bachelor degree/equivalent with minimum 5 years of working experience.
Strong leadership, organizational, negotiation, influencing, data analytical and planning skills.
Effective communication skills, both verbal and written.Fluency in English and Mandarin, both spoken and written.
High degree of integrity and presentation skills.
Project Management skills, ability to thrive in a high-growth, fast-paced and demanding environment.
Ability to work independently with minimum supervision.
Experience with call center is preferred
作者：Jeremy 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 IT一流厂商招聘技术支持经理/主管(技术经验不是必须的) -- Jeremy - (3755 Byte) 2006-7-12 周三, 09:40 (1781 reads)
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