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 猎头职位：Call center opreation manager--美资IT企业 |
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Belinda Chen
头衔: 海归少校
加入时间: 2010/03/01
文章: 71
海归分: 11790
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作者：Belinda Chen 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Major Responsibilities (工作职责):
1.Responsible for reviewing capacity, performance and volume trends while being cognizant of service objectives.
2.Evaluate initiatives that could impact staffing levels of the Service Center.
3.Analyze data; assess opportunities for improving performances while driving efficiencies and OPEX.
4.Data compilation for analysis to identify emerging trends.
5.Provide assistance to peers and management in routine tasks as well as in special projects.
6.Design, implement and maintain IVR to make it easy access to customers
Job scope
1.Work on problems of diverse scope where analysis of situations or data requires creative and innovative approaches.
2.Provide project management for special projects assigned by the executive staff.
Complexity
1.Work autonomously with substantial latitude for setting objectives and deciding how to proceed.
2.Works on assignments that are unique in nature requiring analytical ability to resolve.
3.Make effective decisions quickly, sometimes with limited information.
4.May participate in project management where judgment and discretion are required.
5.Ability to handle stressful situations & multi-task in a fast paced environment.
6.Ability to work well with others.
7.Demonstrated negotiating skills.
8.Intermediate knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage, AHT, and call routing.
9.Ability to solve complex analytical problems.
10.Strong initiative and ability to work in a self-directed environment.
11.Strong organizational and planning skills.
作者：Belinda Chen 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 猎头职位：Call center opreation manager--美资IT企业 -- Belinda Chen - (1618 Byte) 2010-11-05 周五, 14:47 (1239 reads)
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