Job Opening: Call Center Manager

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  • #37323
    Avatar photoChris Lee
    Participant

    Recruiting Call Center Manager/ Senior Officer/ Officer at a renowned foreign bank in Chengdu.
    Contact me at [email protected] if interested

    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.

    #37327
    Avatar photoIan
    Participant

    Chris will the incoming calls be from English speakers?  Also will the support staff speak English?

    #37330
    Avatar photoChris Lee
    Participant

    The major responsibility is to provide customer service to its global clients, and certainly they speak English.

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