英创人才服务（上海）有限公司-欧美企业事业部（英语客服主管）
所在地区： 东方
所属行业： 电气电子,互联网/电子商务,机械制造/机电/重工,农业/食品/其他
职位类别： 客户服务 > 客服主管
| 全职 | 2024年03月11日 | ||
| 1 | 面议 | ||
| 上海 | |||
| 3-5年 | 本科 | ||
| 不限 |
职位描述:
Primary Job Responsibilities: The Supervisor of CS is responsible for coaching and directing a team of employees into a highly responsive team that meets the required standards.
The Supervisor of CS is responsible for the following:
1. Ensure agents are adhering to policies and procedures set forth in the employee handbook.
2. Review and communicate daily performance, quality, and attendance reports at the individual team level.
3. Develop and communicate action plans for individual agent based performance. Set specific objectives for each employee that includes performance improvement, training, and developmental goals annually.
4. Coordinate reward and recognition programs.
5. Identify unique training needs and work with the Training Manager to ensure training is developed and delivered to the team.
6. Participate in product review and system enhancement testing before each push.
7. Communicate and ensure the team is prepared for workflow, system, and or procedural changes.
8. Contribute to the implementation of workflow process improvements.
9. Administer disciplinary actions according to the HR policy. Notify Sr. Management and Human Resources of issues that may harm the center or others.
Job Requirements
10. Bachelor's degree or equivalent.
11. Minimum of 2 years business experience with increasing levels of responsibility. Supervisory experience in a financial or call center environment is preferred.
12. Ability to develop and maintain a professional working relationship with peers and management.
13. Ability to direct and motivate others.
14. Excellent command of English and Chinese in both oral and written.
15. Strong working knowledge of PC based Internet and Microsoft Office - Outlook, Word, Excel, Power Point, Visio.
16. Ability to communicate effectively via telephone by utilizing active listening skills and clearly speaking to the customer.
17. Energetic, adapt to change and eager to work for a fast paced, growing company.
18. Ability to handle multiple projects under
The Supervisor of CS is responsible for the following:
1. Ensure agents are adhering to policies and procedures set forth in the employee handbook.
2. Review and communicate daily performance, quality, and attendance reports at the individual team level.
3. Develop and communicate action plans for individual agent based performance. Set specific objectives for each employee that includes performance improvement, training, and developmental goals annually.
4. Coordinate reward and recognition programs.
5. Identify unique training needs and work with the Training Manager to ensure training is developed and delivered to the team.
6. Participate in product review and system enhancement testing before each push.
7. Communicate and ensure the team is prepared for workflow, system, and or procedural changes.
8. Contribute to the implementation of workflow process improvements.
9. Administer disciplinary actions according to the HR policy. Notify Sr. Management and Human Resources of issues that may harm the center or others.
Job Requirements
10. Bachelor's degree or equivalent.
11. Minimum of 2 years business experience with increasing levels of responsibility. Supervisory experience in a financial or call center environment is preferred.
12. Ability to develop and maintain a professional working relationship with peers and management.
13. Ability to direct and motivate others.
14. Excellent command of English and Chinese in both oral and written.
15. Strong working knowledge of PC based Internet and Microsoft Office - Outlook, Word, Excel, Power Point, Visio.
16. Ability to communicate effectively via telephone by utilizing active listening skills and clearly speaking to the customer.
17. Energetic, adapt to change and eager to work for a fast paced, growing company.
18. Ability to handle multiple projects under
