运营经理

大连 软件园 BPO

0411-82302699 reallyhr@reallyhr.com

某美资知名外包公司 运营经理 长期

工作职责：
1)  Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support;
2)  Complete end to end responsibility of account delivery;
3)  Responsible for delivering against client SOWs and SLAs;
4)  Operations leadership for establishing processes, metrics identifications and reporting;
5)  Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account;
6)  Deliver to  the Continuous Improvement Objectives for the account;
7)  Understanding and deploying appropriate CONCENTRIX tools and assets;
8)  Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction;
9)  Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making;                     10) Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery;
11) Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training;
12) Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met;
13) Responsible for working with the cross functional teams to ensure successful delivery of the account managed;
14) Ensure 100% compliance of all controls by the delivery team;
15) Produce timely and effective client reports and CONCENTRIX internal management reports to present the performance of the account;
16) Ensure delivery of the account per the contract and DOU signed with the customer;
17) Build and develop effective working relationship with the account Pes;
18) Constantly look for and create opportunities of growth of the account.

任职要求：

1)  7+ years working experience, experience with outsourcing business will be a plus;
2)  Experience in managing a large account, with 200+ people, Excellent management skills;
3)  Financial Acumen, having experience in managing P&L / costs for the account;
4)  Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports.                               Strong English skills:
1)  Client relationship management , Problem determination and be able to make crisp action plans;
2)  People Management - Facilitate a healthy and a motivating environment;
3)  Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
4)  Understanding and Focus on Business Controls / Process adherence and Compliance;
5)  Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
6)  Some experience with transition and project management concepts / methodology is preferred.

年薪：25~35万