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The Call Center Manager/ Senior Officer is primarily responsible for running our Call Center in a manner that maximizes Customer Satisfaction through prompt, high quality and professional issue resolution.
Position Description
1. Manage the overall call center activities, including consultation with senior managers and executives of our clients and the call center team leads
2. Drive results through other internal and external service providers
3. Take overall responsibility for the call center customer service
4. Report to the higher manager on any issue that could significantly impact the business
5. Take overall responsibility for incident management and request fulfillment on the Call Center.
6. Undertake HR activities as needed
7. Act as an escalation point where difficult or controversial calls are received
8. Produce statistics and management reports
9. Arrange staff training and awareness sessions
10. Perform briefings to Call Center staff on changes or deployments that may affect volumes at the Call Center
11. Assist Analysts in providing first line support when workloads are high, or where additional experience is required.
Location: Chengdu, Sichuan Province, China
Requirements
1. Bachelor’s degree, Master’s degree is a plus.
2. Basic knowledge of customer service
3. Prominent English skills
4. Ability to provide customer service to global clients
Additional Knowledge & Skills
1. Proven success delivering world class Call Center results.
2. About 3 years experience in banking, BPO and related areas, 2 years working experience as supervisor or higher position.
3. Native English speaker.
Please give me your photo and update CV if you think this position is attracting you. It’s also welcome to recommend your friends to us.
Contact: [email protected]
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