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 世界五百强公司(003)-TS Operations Manager |
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windy
头衔: 海归少校
加入时间: 2004/06/30
文章: 707
海归分: 28468
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作者：windy 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
PRINCIPLE DUTIES AND RESPONSIBILITIES:
· Lead Technical Support projects including ownership, dispatch reduction.
· Analyse and identify performance gap, appropriately leverage technology and process improvements to achieve continuous and sustainable improvements in customer satisfaction and operation effectiveness.
· Perform call communications training, 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.
· Forecast call center incoming call volume and patterns, and perform real time monitoring and deployment of resources. Responsible for rostering of people and scheduling shifts. Provide real time and historic performance reports.
· Work with regional team & IT to specify requirements and deploy tools for technical support, including frontend system, knowledge base, performance management system, etc.
· Design motivation programs for call center
· Serve as the champion for business process improvement projects
INTERACTIONS:
· Report to Japan/Korea Services Director
· Engagement with Asia Pacific technical support leadership team on performance reporting, new initiatives and strategies of technical support
· Engagement with Asia Pacific Services Technical Support Strategic Operations leader for goal setup, analysis, plan and review
· Engagement with Quality Assurance, Service Operation for quality improvement and field operation optimization
REQUIREMENTS:
· Bachelor's degree or equivalent with a minimum 7 years’ experience in customer service or related quality management experience.
· 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.
· Concrete experience in delivering strategic solutions for call centers and after sale support and service.
· Successful track record in achieving and exceeding operational goals in a high growth business.
· Proven track record in quality improvement systems, such as ISO9001, TQC and Six Sigma
· Excellent communication, presentation and negotiation skills are essential
· Excellent customer service orientation
· Excellent problem solving skills
· Ability to prioritize and take on multiple tasks
· Proficiency in English & Chinese. Japanese language is also required
联系人
李小姐
E-mail: [email protected]
Tel: 0411-84303517 84303967 88837848 88819289
Fax: 0411-84303517
作者：windy 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 世界五百强公司(003)-TS Operations Manager -- windy - (2603 Byte) 2005-8-30 周二, 13:38 (913 reads)
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