1.To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;

2. Maintain and improve customer satisfaction across all channels and products;

3. Accountable for managing absence, attrition and adherence within the teams;

4. Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans;

5. Responsible for maximizing team productivity;

6. To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;

7. Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements;

8. Developing excellent working relationships across all functions within the business and management of conflict situations;

职位要求

1. Commitment to excellence and data driven decision making and result oriented;

2. Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc.

3. Ability to deliver quality results under pressure;

4. Clearly communication skills,fluent spoken and written English and proficient in MS office tools;

5. 5 years managing and coaching contact center teams more than 50 members

6. Understand different cultures, international background or worked in international environment is preferred.

7. COPC/6 Sigma/PMP experience is preferred;