重庆招聘

REPORTS TO: Head of Production

DUTY SUMMARY

To effectively manage the delivery of the Customer Care Center so as to meet and exceed agreed service level standards and customer satisfaction measures

Act as the senior call center manager to ensure a smooth and efficient program implementation, ongoing business operation as well as managing and growing the client relationship.

MAIN RESPONSIBILITY

· To plan, direct and manage the regional operations of the Customer Care Center so that qualitative and business targets could be attained.

· To identify and maximize business opportunities so as to achieve the sales and service target for PCCW.

· To plan, coordinate and implement client’s new service and marketing programs for the Customer Care Center to achieve and exceed business and service targets.

· To ensure center resources are best utilized in meeting and exceeding contractual target.

· To prepare and track service performance effectively for forecast and business planning. To analyze and interpret reports retrieve from call center ACD and MIS systems. Where necessary, and contracted, prepare meaningful and qualitative reports for the Customer Care Center. Prepare reports for discussion with the senior management.

· To continually review practices and procedure of program and formulate recommendation for improvement on operational efficiency and customer satisfaction.

· To develop a highly motivated team with appropriate reward system and career progression plan.

· To foster service culture and customer-focused attitude within the Customer Care Center in SH.

· To analyze and identify issues from customers complaints and implement plan to improve customer satisfaction.

· To project an excellent image of the client as well as PCCW.

· To lead and empower staff so as to maintain a high-quality work force and work environment.

· To coordinate between PCCW operations and the Customer Care Center during implementation to ensure that communications essential to a successful implementation to ensure that communications essential to a successful implementation are in place between client and internal system, training, team leader etc.

· To develop and implement an effective communication system both internally within the call centre and externally with other working partners.

· To build, manage and develop excellent client relationship to continuously meet and exceed business target.

· Other task assigned by immediate supervisor.

QUALIFICATION

· University Degree holder with at least 10 years’ experience in customer services industry and 5 years in management level managing large scale call center operation (500+).

· Previous experience in managing a large scale call center is a must

· Experience in telecom or mobile industry is a strong advantage.

· Work experience in outsourcing company is an advantage.

· Good leadership and people management skill

· Willing to work in a dynamic environment and accept new idea

· Good team building and interpersonal skills with ability to communicate effectively with people of all levels

· Good analytical and problem solving skills

· Excellent command in both written English and Chinese. Sichuan dialect is an advantage.

电讯盈科是由主席兼行政总裁李泽楷[1]创立的盈科数码动力有限公司，与香港电讯有限公司于二零零一年八月合并而成，在香港联交所（香港联交所上市代号：0008）上市，并在纽约证券交易所（纽约证券交易所：PCW）以美国预托证券形式上市。合并后的电讯盈科，已由一家以技术为主的电信公司，转型为一家以客为尊的综合通信服务供应商；现时在全球聘用员工一万三千五百多名。