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Keywords / Skills : Call Center, Inbound, Domestic Bpo, Voice Process
4 - 8 years
Posted: 30th Sep 2016

Industry
Customer Service
ITES/BPO
Telecom
Function
Customer Service
Telecom/ ISP
Role
Customer Service Executive
Supervisor/ Team Leader
Operations Manager
Manager - Service Delivery
Education
Bachelors/ Degree, Diploma/ Non Degree Tertiary
Salary
200000 - 270000 CNY
Posted On
30th Sep 2016
Job Description

公司将为入职员工提供完善的福利待遇体系包括:
有竞争力的薪酬+跨国及上市公司文化+弹性工作制+各类补贴+补充保险+带薪年假+国外出差或拓展+定期培训

工作地点:江苏省常熟市

MAIN RESPONSIBILITIES:
1 提交每周/每月财务预测报告,确保实际收入、毛利、净利与预测版本差异在上下5%以内
2 管理员工利用率/收费效率/管理人员配比/坐席利用率等关键指标,确保全年财务业绩达到预算要求
3 控制成本的前提下,制定切实可行的行动计划,达到公司平衡计分卡中规定的客户运营指标
4 与公司内部信息技术/人力资源/培训等部门有效沟通,确保合理调配资源
5 整合并优化管理流程,并提供创新的解决方案,提升运营效率
6 积极与客户沟通,向运营内部传递客户的需求并及时向客户汇报实施进展
7 积极开展SOE项目,实施每日要点核查/绩效提高机会/运营业务回顾
8 参加每月一次与客户的业绩回顾会议,展现运营数据,提出创新解决方案。协同客户关系经理维护客户关系
9 回顾每日/每周/每月运营管理报表,了解项目运营情况并制定相应地短期及长期解决方案,确保项目业绩达到公司平衡积分卡中规定的各项客户业绩指标
10 负责策划/建立/完善实施方案、管理制度、及的业务流程,以提升服务质量和服务效率
11 通过有效的掌握SSE+,用科学的管理方式,结合实际运营情况,有效改善运营流程,提升项目运营效率
12 参与并实施来自公司内部及外部客户的流程层面审计工作
13 根据每月合同条款,提交估算和调整发票
14 遵守赛科斯道德行为准则
15 配合完成上级安排的其他工作

JOB REQUIREMENTS:
1 Educational Qualification: 大学本科及以上学历
2 Industry Knowledge: 有呼叫中心工作经验者优先
3 Work Experience: 至少5年以上项目管理工作经验
4 Certificate: COPC协调员优先
5 Languages: 中英文听说读写流利
6 Computer: 熟练操作Office软件,如Word, Excel,PPT 等
7沟通协调能力
8人际关系的技巧
9 财务管理,业务计划,项目管理,人员管理
10能适应短期出差,有驾照者优先



About Company
Sykes Enterprises, Incorporated, established in 1977 and headquartered in Tampa, Florida, USA, is a listed company at NASDAQ (stock code: SYKE). By 2011 has SYKES set over 70 contact centers in 24 countries and regions around the world, with above 40,000 employees in total.
SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. SYKES provides an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology and transportation and leisure industries. SYKES specializes in providing flexible, high quality customer support outsourcing solutions with an emphasis on inbound technical support and customer service. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, SYKES provides its services through multiple communication channels encompassing phone, e-mail, web and chat. Utilizing its integrated onshore/offshore global delivery model, SYKES serves its clients through major countries around the world. SYKES also provides various enterprise support services in the Americas and fulfillment services in EMEA, which include multi-lingual sales order processing, payment processing, inventory control, product delivery and product returns handling.
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