上海招聘

The TL – Channels Research will be responsible for end to end client and team management. Responsible for managing a team of 12 -20 researchers and managing SLAs, driving process and operation improvement ideas and providing recommendations to strategic plans. Improving production, productivity, quality, and customer-service standards; resolving problems; identifying trends; determining training system improvements and implementing change

The key responsibilities will include:

● Processes research operations tasks and activities for clients with minimal supervision. Responsible for meeting quality, productivity and timeliness deadlines

● Interacts with co-workers and supervisors to meet client needs in a timely manner. Works effectively as a member of the team.

● Uses email to communicate with clients and responds promptly to client requests. Composes emails that are clear and well-organized

● Adherence to procedures and compliance

● Updating weekly/monthly and QBR reports to the clients and the management

● Managing absenteeism/ shrinkage.

● Appraisal process for the associates

● Collate and validate various data points with respect to the SLA and KPI of the process.

● Understand and analyze the data to prepare meaningful weekly or monthly reports on the teams’ performance

● Create and implement action plans for any SLA miss

凯捷集团创建于1967年，是全球最著名的管理咨询、技术和外包服务的供应商之一。凯捷全球员工超过15万人，2012年营业额超过103亿欧元，在专业服务领域中位居世界前三名，并在巴黎证券交易所上市，荣列道琼斯指数和道琼斯欧洲指数等著名指数。目前在全球39个国家拥有分公司，且合并了安永咨询。