岗位职责:
1) Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support;
2) Complete end to end responsibility of account delivery;
3) Responsible for delivering against client SOWs and SLAs;
4) Operations leadership for establishing processes, metrics identifications and reporting;
5) Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account;
6) Deliver to the Continuous Improvement Objectives for the account;
7) Understanding and deploying appropriate CONCENTRIX tools and assets;
8) Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction;
9) Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making;
10) Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery;
11) Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training;
12) Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met;
13) Responsible for working with the cross functional teams to ensure successful delivery of the account managed;
14) Ensure 100% compliance of all controls by the delivery team;
15) Produce timely and effective client reports and CONCENTRIX internal management reports to present the performance of the account;
16) Ensure delivery of the account per the contract and DOU signed with the customer;
17) Build and develop effective working relationship with the account Pes;
18) Constantly look for and create opportunities of growth of the account.
岗位要求:
1) 7+ years working experience, experience with outsourcing business will be a plus;
2) Experience in managing a large account, with 100+ people, Excellent management skills;
3) Financial Acumen, having experience in managing P&L / costs for the account;
4) Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports.
Strong English skills:
1) Client relationship management , Problem determination and be able to make crisp action plans;
2) People Management - Facilitate a healthy and a motivating environment;
3) Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
4) Understanding and Focus on Business Controls / Process adherence and Compliance;
5) Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
6) Some experience with transition and project management concepts / methodology is preferred.
Qualifications (Education/Major/Certificates)
Six Sigma Green Belt, PMP.
Additional information preferred:
1) Experience within the contact centre industry OR;
2) Sales Management Experience with IT industry;
3) An understanding of smart phone or electronic device hardware and software.
工作时间:
早九晚六,周末双休
薪资福利:
1) 员工享有基本工资+餐补;
2) 享有带薪年假高达5-15天,婚假,产假/陪产假
3) 按国家政策缴纳社会保险和住房公积金,商业保险, 每年公司组织大型体检等福利
4) 工作环境舒适,五星级年会,每个季度有团队建设活动
5) 职业前景:公司提供全方位的技能培训如职前培训、在职培训、晋升培训,为员工提供通畅的晋升通道
6) 内部推荐奖金:推荐员工入职满一个月即可拿到内部推荐奖金
保密承诺: Concentrix 对收集的应聘人员个人信息资料,严格遵守 Concentrix 个人信息保护管理体系的相关管理制度和员工保密协议,对应聘人员提供的个人资料保守秘密,严防丢失、泄露、损毁的事件发生。
使用目的仅限于与应聘人员联络、考核及入职后的管理之用,如未被录用的在 Concentrix 内部销毁绝,不用于它途。
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