呼叫中心运营经理

招聘人数：1 人 性别要求：不限性别 Role OverviewTo work with management team to ensure projects launch an d accomplish successfully;To ensure targeted operations KPIs are achieved;To maintain a high level of customer satisfaction through consistent quality service delivery;To maintain a high team morale by providing leadership, guidance, an d coaching to the team members;Line Manager: Service ManagerTeam Size: 100 Core ResponsibilitiesTo be acＣountable for ensuring that all operational performance measures are consistently achieved/exceeded;Maintain the highest levels of customer satisfaction across all channels an d products;AcＣountable for managing absence, attrition an d adherence within the teams;Measuring performance of the Team Members against SMART objectives an d behavioral competencies, identifying areas for improvement an d personal development through one to one coaching an d devising appropriate action plans;Responsible for maximizing team productivity;To develop, identify, grow an d maintain talent by embedding a high-performance culture, providing regular feedback an d coaching an d ensuring strong succession plans are in place;Analyze, interpret an d report to the Services Manager on performance statistics identifying trends an d presenting appropriate recommendations for improvements;Developing excellent working relationships across all functions within the business an d management of conflict situations;RequirementsCommitment to excellence;Committed to data driven decision making an d result oriented;Clearly communication skills;Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone an d other technology etc.Ability to deliver quality results under pressure;Fluent spoken English, an d can be the work language;Proficient in MS office tools;Experience 5 years managing an d coaching contact center teams more than 50 membersExperience in refining scripts an d understanding of local languages/cultures;COPC/6 Sigma/PMP experience is preferred;