职位介绍

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.

工作要求

1) 7+ years working experience, experience with outsourcing business will be a plus;

2) Experience in managing a large account, with 100+ 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.

Qualifications (Education/Major/Certificates)

Six Sigma Green Belt, PMP.

Additional information preferred:

1) Experience within the contact centre industry OR;

2) Sales Management Experience with IT industry;

3) An understanding of smart phone or electronic device hardware and software.

工作时间：

早九晚六，周末双休

薪资福利：

1） 员工享有基本工资+餐补；

2） 享有带薪年假，婚假，产假/陪产假

3） 按国家政策缴纳社会保险和住房公积金，商业保险, 每年公司组织大型体检等福利

4） 工作环境舒适，五星级年会，每个季度有团队建设活动

5） 职业前景：公司提供全方位的技能培训如职前培训、在职培训、晋升培训，为员工提供通畅的晋升通道

上班地址：.