高级运营经理-西安
工作地点：西安
工作语言：英文/中文
社招网站发布名称: 高级运营经理/Senior Operation Manager
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 center 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 tools and assets;
8) 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 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) Constantly look for and create opportunities of growth of the account.
岗位要求：
1) 7+ years working experience in contact centers, 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.
5) Client relationship management, Problem determination and be able to make crisp action plans;
6) People Management - Facilitate a healthy and a motivating environment;
7) Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
8) Understanding and Focus on Business Controls / Process adherence and Compliance;
9) Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
10) Some experience with transition and project management concepts / methodology is preferred.
