亚马逊信息服务（北京）有限公司（客服主管）
所在地区： 北京
所属行业： 互联网/电子商务,贸易/进出口
职位类别： 客户服务 > 客服主管
| 全职 | 2024年02月28日 | ||
| 1 | 面议 | ||
| 北京 | |||
| 3-5年 | 本科 | ||
| 不限 |
职位描述:
Position: CS Supervisor
Location: Beijing
Job Responsibility:
1. Make weekly and daily staffing plan based on forecast data and ensure attendance.
2. Ensure that CS Associates master all aspects of CSA position plan, including standards for productivity and quality assurance.
3. Communicate and manage individual and team performance expectations and goals by:
A. Driving performance improvement initiatives for quality and productivity, and maintaining performance improvement programs.
B. Implementing and maintaining team members’performance plans, including individual development plans.
C. Holding monthly(or more frequently as needed)1: 1’s with direct reports.
D. Holding weekly team meetings, weekly meetings with team leads, and weekly 1: 1’s with manager as needed.
E. Accountable for coaching of team members.
F. Ensuring that team is meeting quality and productivity goals.
4. Monitor and is accountable for real time service levels and schedule adherence.
5. Demonstrate leadership by establishing and maintaining the vision, direction, and culture of the team.
6. Ensure clean work log and performance record of team members.
7. Accountable for escalated contact resolution, including:
A. Conducting Supervisor""call-backs"".
B. Effectively managing escalations of complex problems from team members, as well as all customer issues that require Supervisor level authority.
8. Ensure that all training initiatives are completed in a timely manner(as required by corporate, department, or site initiatives). 9. Manage time and workflow effectively including appropriate delegation.
10. Contribute to a collaborative management process by:
A. Actively and positively participating in regular management meetings and management training sessions
B. Effectively communicating and cooperating with other Supervisors in managing department-wide issues and workload.
11. Manage special projects and other duties as assigned.
Qualification:
Demonstrate flexibility in work hours based on schedu
Location: Beijing
Job Responsibility:
1. Make weekly and daily staffing plan based on forecast data and ensure attendance.
2. Ensure that CS Associates master all aspects of CSA position plan, including standards for productivity and quality assurance.
3. Communicate and manage individual and team performance expectations and goals by:
A. Driving performance improvement initiatives for quality and productivity, and maintaining performance improvement programs.
B. Implementing and maintaining team members’performance plans, including individual development plans.
C. Holding monthly(or more frequently as needed)1: 1’s with direct reports.
D. Holding weekly team meetings, weekly meetings with team leads, and weekly 1: 1’s with manager as needed.
E. Accountable for coaching of team members.
F. Ensuring that team is meeting quality and productivity goals.
4. Monitor and is accountable for real time service levels and schedule adherence.
5. Demonstrate leadership by establishing and maintaining the vision, direction, and culture of the team.
6. Ensure clean work log and performance record of team members.
7. Accountable for escalated contact resolution, including:
A. Conducting Supervisor""call-backs"".
B. Effectively managing escalations of complex problems from team members, as well as all customer issues that require Supervisor level authority.
8. Ensure that all training initiatives are completed in a timely manner(as required by corporate, department, or site initiatives). 9. Manage time and workflow effectively including appropriate delegation.
10. Contribute to a collaborative management process by:
A. Actively and positively participating in regular management meetings and management training sessions
B. Effectively communicating and cooperating with other Supervisors in managing department-wide issues and workload.
11. Manage special projects and other duties as assigned.
Qualification:
Demonstrate flexibility in work hours based on schedu
