Key Roles and Responsibilities
Strategy implementation
1) Implement Company strategy of “Great quality and Globalization” in service team.
2) Continuously to improve customer experience by translating local customer voice into actions
Service Operation and Management
1) Based on deep understanding of company all product and service, drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets
2) Work out clear and practical operation plan (annual, quarterly, monthly etc.) for service team with KPI management policy and methodology
3) Develop effective workflow and channels with establishing and optimizing standard procedures and processes
4) Continuously seek to improve service performance by driving all kinds of improvement projects in service team
5) Ensure all necessary reports are true reflection of operation and available for regular business review
6) Identify issues and opportunities for improvement by analyzing root causes based on data
7) Conduct regular meetings effectively to discuss and address operation issues with stakeholders
8) Manage and supervise BPO teams in different locations, ensure clear delivery of project scope and objectives, and KPI targets are met
9) Work closely with other customer service functions to ensure that the CS contact centers are well resourced and that initiatives/change are implemented on-time and in accordance to agreed objectives
10) Provide the insight and liaise with stakeholders in different format (e.g. reporting, business review) to timely address the issues and capture the improvement opportunities
11) Lead and develop the operation managers with sufficient support and guidance, including supervising, coaching, performance review etc.
Financial performance:
1) Responsible for team budget design, design and review cost reports on a monthly basis, and identify rooms for better managing cost
Team building and development
1) Establish motivational organism to maintain high team morale and drive a high level of performance.
2) Provide service team leads with sufficient support and guidance, including supervising, coaching, performance review etc.
3) Develop and implement employee development plan and retention plan
Team Coordination
1) Work closely with internal partners from all supporting functions to ensure sufficient resources for service team, such as Global Operations, Total Quality Management, Service Procedure and Product, HR, Culture & Admin
2) Coordinate with local partners for effective support, including Admin & IT, HR
3) Work with BPO vendors on service delivery, regular business review and communication
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UNIT: AGT
お薦めポイント
大手旅行会社
英語・中国語活かせる
特記事項：屋内原則禁煙（喫煙専用室設置）
活かせる経験・スキル
Work Relations
Regional Service Director
Line manager of this role, provides support and instructions to address operation problems, conduct performance review
Site General Manager
Dotted report line of this role, provides overall support for local issues related with branding, marketing strategy and compliance etc.
Operation Manager
Direct subordinate, provides real situation of operation status, team performance and projects implementation
Other Stakeholders
1) Global Operations: Workforce Management, Project Management, Business Analysis
2) Total Quality Management: Quality Assurance, Global Training
3) Service Procedure
4) Service Product
5) HR in shanghai office and regional and local site
6) Culture & Admin
募集人数
雇用形態
勤務地詳細
勤務曜日・休暇
完全週休2⽇制(⼟・⽇・祝)
9:30~18:30(実働8時間)
残業時間
残業20時間以上
応募資格
Requirements
Skills
1) Solid knowledge of contact center management tools including call monitoring skills, coaching, workforce management, etc.
2) Knowledge of employee recognition and reward practices
3) Strong conflict and problem-solving skills
4) Proven ability to effectively lead management team members
5) Ability to clearly communicate at all levels
6) Ability to perform duties with global vision and local insight
7) Ability to develop action plans through data driven analysis
8) Ability to generate and present proposals and reports on business operation
9) Demonstrated as accountability, professionalism
10) Fluent English skills both verbal and written
11) COPC,PMP, 6sigma experience is preferred
Experience
1) Proven record of success in customer service team management
2) Minimum of 10 years of contact center management experience
日本語レベル
英語レベル
世界最大級のオンライン旅行会社、2000年代にはNASDAQに上場。
45000名の従業員を擁し、会員数も4億人超。