上海招聘

Essential Job Duties and Responsibilities:

· Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call or chat for maximum net reservation/conversion revenue to clients,

· Responsible for development and administration of annual department budget to attain business goals with operational stability,

· Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, conversion of sales, performance reporting, and human capital development.

· Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement,

· Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,

· Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

· Coordinate analytic, strategic and technical resources to meet expectations and insure satisfaction,

· Manage and expand client and co-worker relationships,

· Find and close new revenue opportunities within the existing client base,

· Insure compliance with regulatory agency guidelines and standards.

Required Skills, Knowledge and Ability:

· Bachelor of Science degree or higher preferred,

· Minimum 5 years of Contact Center management experience,

· Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,

· Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,

· Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situation.

· Strong negotiation, interpersonal, written and oral communications skills –including statistical report writing,

· Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred),

· Occasional travel to our Beijing Contact Center

· Fluent English capabilities with verbal, written, and reading.

维京简介：
1997年，来自挪威的托尔斯泰?哈根凭借4艘船在俄罗斯内河鸣笛首航，从此创立了维京游轮（VIKING CRUISES）。以“维京”为名，寄托着他对维京祖先勇于探险，并以精湛的造船工艺成为一代远航先锋的敬佩，同时也承载了他创业的愿景——为充满好奇心的旅行者带来以维京勇士的探索精神为启发的精品游轮体验。
历经20逾年蓬勃发展，维京游轮坚守初心，带领宾客以优雅轻奢的方式探游世界，去发现、了解并沉浸于目的地的悠长历史、璀璨艺术和奇伟自然。如今，作为知名的全球游轮品牌，维京游轮现已拥有72艘内河游轮、6艘远洋游轮的强大阵容和遍布世界的航线版图。
2016年，备受世界宾客赞誉和荣膺众多重量级国际游轮奖项的维京游轮进入中国市场，并推出了为中国宾客定制的欧洲内河游轮产品。维京游轮诚邀中国宾客，悠享原味欧洲。

为什么加入维京？
作为全球知名的内河游轮公司与海轮公司，维京游轮致力于不断创新，持续投入新的游轮，这也意味着无论是运营办公室还是全球游轮船队，都有大量的工作机会和发展前景。 除服务中国市场的5艘内河游轮之外，其他游轮服务的宾客均为对历史、文化感兴趣的美国客人。 维京游轮提供优质的产品与服务，屡获宾客好评与行业奖项，因此在维京游轮工作，同样会收获宾客的信任与具有竞争力的薪资。
我们相信人才培养是公司发展的源动力，因此维京游轮希望为每一位员工提供良好的职业环境和发展前景， 期望与员工一起通过不断地创新与努力，成就美好的未来。我们期待认真负责的、有热情的、独具创造性的您一起加入到维京游轮的大家庭！

在维京，我们是一家人
我们非常自豪在全球拥有8000多名员工，致力于为我们的宾客 提供满意的服务。在维京，我们会提供完善的培训，如目的地风俗培训、维京学院等，帮助您提高您的专业技能。 您的辛苦劳动、热情感染力、认真负责的工作态度也会获得相应的薪资与晋升机会。我们期待您的加入！

维京员工心声
“维京游轮的船遍布全球，这也意味着在这家公司有非常多的机遇”。
“如果你想着实现职业的快速发展，迎接新的挑战与责任，那么加入维京游轮吧！”
“在维京游轮工作最酷的一点是你不会感到无聊，每一天都是全新的一天，这也正是这份公司的魅力所在。”