职位描述：
Position
Position Accountabilities
?Employee management
?AC recruitment and probation evaluation, staff recommendation and selection.
?AC on-site conduct and typical cases share and analysis.
?Assist Q&Tdepartment to conduct following tasks:
？Job training and tutoring for new and old staff
？Assist Q&T to prepare training materials and manual
？Assist Q&T through monitoring case handling recording to know and monitor AC’s working ability and performance, and make improvement.
？Assist Q&T to conduct time-phased evaluation for AC according to their working quality and efficiency, and their ability, proficiency and attitude, which is line up with their bonus.
？Promptly update information to Q&T in order to eure Pedia is updated in time.
?Handle case under the circumstance of large workload or urgency, involve and conduct complex and special case if necessary.
?Implement flexible work hou.
?24h on call to support on-duty AC’s coulting calls.
?Communicate with ACs frequently to know about their appeals; help them solve problems; form team cohesion and harmonious atmosphere.
?Report staff and team trends to operation manager.
?In charge of roster arrangement and adjustment; approve staff’s overtime and leave requests; suggest to line manager if staff adjustment is necessary.
?In charge of recording work attendance, communicate and correct staff who disobeys company regulation.
?Report work summary to line manager regularly and propose improvements;
?Mainly in charge of following operation management:
？Improve work quality, keep discoveringummarizing and raise solutio which will be useful to enhance work efficiency.
？Record PIO timely and provide to QA in time as the reference of AC’s performance evaluation.
？Involve in handling complaint case, and provide detail information to related departments. (Complaint process refe to QA standards)
?Collecting and organizing date and related information, and submit to line manager monthly report (GAR)G:/OPS Department/Medical English/Telematics
?Coordinate with other departments:
？Submit system error and improvement request to IT department;
？Propose provider network development requirement and provider information updates to the network team;
？Coordinate with marketing department to provide typical assistance case for external broadcasting;
？Reflect staff welfare and treatment requests to HR department;
？Assist line manager to coordinate BD to prepare for new project (service content coulting verification, hotline setup, agent assignment, CCC client data inquiry and confirm, confirm operation flow and service content for new service project);
?Regularly organize and hold team meeting to know and share latest news and trends about group and company.
?Arrange certain peon to manage and safeguard database, eure data completeness and veracity.
Required Qualificatio
?Standardized mandarin, English level 4 or above;
?Bachelor’s degree;
?3 yea above experiences on managing large call center customer service;
?Good communication skills;
?Skilled in using all kinds of office software;
?Give priority to peon who qualified with above abilities and also have experience on driving motor vehicle or have motor vehicle specialized knowledge.
If you are interested in this position, and if you meet the required qualificatio, Please send your CV to
主要职责
?员工管理
?AC招聘和试用期评估，人员推荐选拔
?AC的现场指导和典型和特殊案例的分析和分享
?协助Q&T部门做以下工作：
o 新老员工岗位培训及在岗辅导
o协助Q&T准备培训资料及工作手册;
o协助Q&T，通过监听案件处理电话了解监督A/C的工作能力及表现，AC需要改进的地方;
o协助Q&T按照工作质量和效率，AC的能力、潜能、态度等对每一位AC表现进行阶段性评估，并与奖金激励挂钩;
o及时向Q&T部门提供更新资料以确保Pedia被及时更新；
?在工作量较大或紧急情况下直接进行案件操作，必要时参与主导复杂和特殊救援案例处理.
?实行灵活工作时间;
?随时接听值班A/C打来的咨询电话提供支持;
?经常与员工交流思想，了解员工诉求，尽力帮助员工解决困难，形成团队凝聚力及和谐氛围;
?将员工及团队动态定期汇报运营经理;
?每月负责排班及班次调整，按公司规定审批下属员工加班和休假申请，如需要人员调整向直线经理提出建议。
?负责考勤并记录，对违反公司考勤制度者进行及时的谈话和纠正
?定期与直线经理做工作总结，并提出解决和改进建议;
?主要负责以下业务管理：
o提高工作质量;工作中不断发现/总结和提出有利于提高工作效率及服务质量的方法、流程、工具、技巧、知识;
o实时记录PIO并及时向QA提供每月记录结果作为AC绩效考核的参考依据;
o参与投诉案件处理，并向相关部门提供案件的详细资料。（投诉流程可参考QA的标准规则）
?按月整理数据和相关信息，并向直线经理提交月度报告（GAR）
?与其他部门的沟通协调：
o向IT部门提交系统错误及改进需求;
o向网络部提出服务商网络发展需求及现有服务商信息更新;
o配合市场部提供经典成功救援案例进行外部宣传；
o向人事部门反映员工福利待遇等方面的诉求；
o协助直线经理配合BD做新项目上线前准备(服务内容咨询审核确定，hotline setup, agent assignment, CCC客户数据查询和确定，新服务项目操作流程及服务内容确定);
?定期组织并主持团队会议，及时了解并分享集团和公司内部的动态及信息更新。
?安排专人管理和维护相关数据库，保障数据的完整性和准确性。
职位要求
?普通话标准，英语四级或以上
?大专以上学历
?有3年以上管理大型呼叫中心客户服务的工作经验
?良好的沟通技巧
?熟练操作各种办公软件
?具备以上能力并有驾驶机动车经验或有机动车专业知识者优先考虑
如果您对该职位感兴趣，，谢谢！