- 发布日期：
- 2007-11-28
- 工作地点：
- 大连
职位描述：
Responsibilities:
Manage multilingual internal Help Desk teams and/or external Client Accounts
Maintain relationship with both internal & external clients
Work with support groups to implement new services
Ensure adequate Service Delivery to internalexternal clients
Monitor management reportsmanage the Support Organisation to ensure that Service Level AgreementOperational Level Agreement are met. Provide status report on same
Ensure Service improvement through regular internalexternal service reviewidentifying new initiatives
Ensure efficient Problem Management through thorough investigation, tracking resolution of issue
Maintainimplement proceduresprocesses that will ensure a consistent high quality customer service
Plan, developimplement support strategies to achieve business goals. Monitor to ensure that best value is consistently achieved
Manage teams – Recruit, motivate, keep inform, set objectives, evaluate performance, monitor attendance, coach, mentor, follow up on training & career development
Represent the Service Desk function by participating in Customer Relationship Program & Client visit
Participate in Global projectsinitiatives as required
Provide input to budget preparationsreviews
Identify cost management opportunitiesinitiatives
Undertake ad hoc tasks as requested by Delivery Centre Manager
职位要求：
Skills:
Excellent customer service skills
Excellent people management skills ； demonstrated ability to build, coachmotivate team
Excellent communication & presentation skills.
Thorough knowledge of information systemsof the call centre tools/industry
Ability to create, maintainimplement proceduresprocesses that help to deliver outstanding customer support
Good technical knowledge
Analytical, diagnosticcomputer skills
Fluency in Englishproficiency in another Asia language, preferably Japanese, Korean, Cantonese, etc.
Flexibility & willingness to work overtimevarying hours as required
Qualifications / Experience:
8 + years experience in IT call centre, of which at least 3-5 years in a management position, Pan-European experience an asset
Degree in Computer Science, Marketingmanagement related field. Note that relevant experience can supplement degree requirements
Experience in Managing Outsourcing Operations
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RACE is a leading provider of recruitment total solutions in China. We serve our clients from different field leadership advisory role, offering complementary services to all level business teams.
RACE’s total recruitment solutions services provide the competitive advantage necessary to recruitdevelop first-class management teams. Mass recruitment for a wide variety of clients, including multinational corporations, mid-cap, star-tup companies, non-profit entities, educational institutionsgovernmental units.
