职位描述

• Responsible for 3-4 service teams management and report to Operation Manager on overall performance and progress.
• Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching.
• Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products
• Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams.
• Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution.
• Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization.
• Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.

任职资格

• Full-Time Bachelor degree or above;
• 2-5 years service experience with small-medium team management is preferred.
• Proficiency in English both verbal and written;
• Proficient in MS office tools;
• Have good communication skills, executive and detailed-oriented, serious and responsible work attitude, and have the spirit of cooperation.