香港招聘

职位描述：
Job Objective:
? Oversee daily operations of call centre for his/her site
? Ensure SLA performance of his site is met
? Ensuring readiness in terms of infrastructure and manpower as per the forecast
? Evaluate new hires of the site to ensure better quality manpower for operations
? Prepare action plan to recover any parameter which would have been missed during the week/month/year
? Tracking implementation of the action plans
? Track customer satisfaction or NPS of his/her site and ensure action planning to meet the given target
? Track and highlight any major Voice of the Customer from his/her site to the management
? Defining and implementing the Quality Check guideline for contact center
? Defining training guidelines
? Governance on Training and Quality processes
? Close-looping the whole process of identifying the gaps and plugging those gaps by updating training manuals and processes
? Keep updating new product training content.

Requirements:
? Graduate in any discipline
? 8-10 years of relevant experience
? Excellent Leadership & negotiation skills
? Exceptional communication and presentation skills
? Exceptional organizational and analytical skills
? Great understanding of all Call centre KPI
? Understanding of call centre system like AVAYA, NICE, Sales force etc.
? Fluent Mandarin and English 举报 分享

格里菲旅行社（中国）有限公司
GTA is a world leader in the provision of ground travel products and services to the fully independent travel industry. We have been the power behind some of the biggest and best in travel for decades. They trust us to deliver because of our wealth of experience, privileged relationships and on the ground expertise.
 
We scour the globe to build a portfolio of tens of thousands of accommodation options, tour guide and transfer services, unique experiences, city tours, excursions, attraction tickets and restaurants from more than 50,000 suppliers in 185 countries. These supplier partners profit from dedicated extranets giving them full and flexible control of inventory, rates, yield and reservations.
 
Renowned for our competitiveness, our global reputation and trustworthiness, our speed and power, reliable technology and booking sites – GTA retail, TravelCube and Travel Bound in North America, as well as GTA wholesale – connect travel wholesalers, retail and online travel agents, tour operators and consolidators worldwide to this vast portfolio of global travel content. We give them greater choice and control over how they market and sell travel product to their customers in 190 countries.
 
Powering global travel – and providing the best value and service experience while we do – we process over 21,000 bookings, electronically and efficiently, every day and sell 12 million room nights in more than 25 languages online and throughout the world.

If you’re looking for a career that will unlock new opportunities, join GTA and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, GTA offers opportunities, support and rewards that will take you further.