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    运营经理

    来源:长期 BPO BPO | 2017-06-27 10:43:08

    大连 软件园 BPO

    0411-82302699 [email protected]

    某美资知名外包公司 运营经理 长期


    工作职责:
    1)  Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support;
    2)  Complete end to end responsibility of account delivery;
    3)  Responsible for delivering against client SOWs and SLAs;
    4)  Operations leadership for establishing processes, metrics identifications and reporting;
    5)  Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account;
    6)  Deliver to  the Continuous Improvement Objectives for the account;
    7)  Understanding and deploying appropriate CONCENTRIX tools and assets;
    8)  Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction;
    9)  Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making;                     10) Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery;
    11) Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training;
    12) Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met;
    13) Responsible for working with the cross functional teams to ensure successful delivery of the account managed;
    14) Ensure 100% compliance of all controls by the delivery team;
    15) Produce timely and effective client reports and CONCENTRIX internal management reports to present the performance of the account;
    16) Ensure delivery of the account per the contract and DOU signed with the customer;
    17) Build and develop effective working relationship with the account Pes;
    18) Constantly look for and create opportunities of growth of the account.


    任职要求:

    1)  7+ years working experience, experience with outsourcing business will be a plus;
    2)  Experience in managing a large account, with 200+ people, Excellent management skills;
    3)  Financial Acumen, having experience in managing P&L / costs for the account;
    4)  Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports.                               Strong English skills:
    1)  Client relationship management , Problem determination and be able to make crisp action plans;
    2)  People Management - Facilitate a healthy and a motivating environment;
    3)  Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
    4)  Understanding and Focus on Business Controls / Process adherence and Compliance;
    5)  Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
    6)  Some experience with transition and project management concepts / methodology is preferred.

    年薪:25~35万



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