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<P>昨天接到猎头电话，告诉我某职位，只要求有工作经验和英语，工作经验也没有要求具体时间，学历什么的都没要求，让我小激动了一把，今天把职位描述发过来，看完之后，我只能 </P>* [* k2 G7 r3 _
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<P>看的懂的同志们看看吧，这才是真正的要求。</P># N5 _- g+ t( t( w: y
<P>Call Center Operations Manager/ L' O% q$ s+ F: P+ y
Work Location: Xiamen& `. z5 c, {' Z( c( _# ~4 n
Report t Services Director3 w, H4 ^( [# H- d- f, V. X& `
Headcount: 2 : h4 q9 u c, Y( f$ r! G
Description% Z" G, [6 j1 X" g7 V9 [ l: C+ }
To manage teams in the technical support call center to deliver post-sales technical support (for notebooks and desktops) to customers, and ensure the best service quality while improving the operation efficiency to drive down the cost.- B9 E% a! z. D0 U# I* `: [( f$ g
&#8226;Lead groups of engineers to provide call center technical support for notebook and desktop products.
& w9 F6 J2 |/ ^( g, l1 C6 o! j* h&#8226;Manage the call center key performance, such as service level and customer satisfaction./ y) o. m7 d. p, H8 d* d0 L
&#8226;Analyze and identify performance gaps, and drive improvement initiatives.
7 A: x5 X) ?$ v! y, W6 O&#8226;Drive down cost by improving productivity, strengthening process, and enhancing team competencies.
# y I8 q: k v) ~7 f3 C' k Y&#8226;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.
z3 C; Q2 B2 M4 I, F5 r&#8226;Responsible for the overall development, motivation, and discipline of the teams.3 F4 G% C1 F) i5 z4 ]/ L6 v! P p
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Requirement
4 T( Y0 y$ j, }1 N c! i9 x5 @&#8226;Bachelor's degree or equivalent with a minimum 5 years’ experience in customer service or related quality management experience.
( g" i+ M6 w4 D&#8226;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.
8 j. ~5 H9 I* g7 F" u&#8226;Concrete experience in delivering strategic solutions for a large call center and after sale support and service.
3 N5 u* O$ H! W5 s+ F&#8226;Analytical and experienced in leveraging data and metrics to manage operation
3 q' y( v c2 R6 t, r&#8226;Excellent communication, presentation and negotiation skills are essential
( l) y* w1 [( i. u1 \8 t% U&#8226;Excellent customer service orientation
. l4 J* a8 t8 z! I+ c) Y; Y&#8226;Ability to prioritize and take on multiple tasks3 x; D- r" S& Z0 [% h
&#8226;Proficiency in English</P> |
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IP卡
狗仔卡
发表于 2006-3-21 08:13:04
提升卡
置顶卡
沉默卡
喧嚣卡
变色卡
显身卡
发表于 2006-3-21 11:32:31
