Job Description

- Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.

- Ensure good quality of services and strict adherence to processes.

- Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.

- Participate in recruitment activities (screening, interviewing).

- Day to day responsibilities include:

- Ensuring daily operation runs smoothly and timely reports to stakeholders during incidents

- Provide performance monitoring of KPIs, identify trends and issues in Service quality.

- Conduct weekly/monthly performance reviews with customer service agents.

- Quality analysis and training

- Conduct process update/improvement projects and workshops.

- Timely communicate business updates, policy changes, and any relevant information to stakeholders.

- Planning customer service agent's monthly schedules while managing daily shrinkages

监督客户服务运营，包括监控和报告指标完成情况，例如客户满意度、工作量、响应速度以及影响服务质量的任何指标。

确保良好的服务质量并严格遵守流程。

与各支持团队跨职能合作，确保提供一流的客户服务。

参与招聘（筛选、面试）。

日常职责包括：

- 确保团队良好运营，紧急事件即使响应和上报

- 监控KPI 及绩效达成情况，发现问题和趋势情况。

- 与客户服务代理进行每周/每月绩效评估。

- 质检和培训工作

- 业务流程优化

- 及时上传下达业务更新、政策变化和任何相关信息。

- 每月排班表的制作及每日值班情况管理

Requirement

Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.

Experience leading large (>15 members) and diverse teams.

Proven experience and knowledge in effective hiring, training, coaching, and people management practices.

Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.

A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.

Fluency (Verbal & Written) in English is required – Mandarin is a plus.

Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.

Willingly to work according to given schedule to support 24x7 operations.

Nice to have：

Experience working with teams across global offices and time zones.

学士学位或至少 3 年在呼叫中心管理团队的相关经验。

拥有领导大型（>15 名成员）和多元化团队的经验。

在有效招聘、培训、辅导和人员管理实践方面拥有丰富的经验和知识。

强大的规划和人际交往能力以及流程驱动和注重细节的个性。

具有团队合作精神，能够在跨部门流程工作并领导复杂的运营计划。

需要流利的英语（口头和书面）——普通话更佳。

对新技术充满热情，强烈渴望采用技术来提高组织效率和业务流程。

能够接受24*7的工作时间并按照排班表进行工作

加分项：

拥有与全球办公及时区的团队合作的经验