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客服主管(大連 英語 團(tuán)隊(duì)管理)

1-1.5萬
  • 大連中山區(qū)
  • 5-10年
  • 本科
  • 全職
  • 招1人

職位描述

IT技術(shù)客服英語團(tuán)隊(duì)管理
Qualification:
1. At least 5 ~ 8 years of Call Center service delivery experience in a professional environment or equivalent, 4 years at the supervision or management level. 2. Bachelor’s degree or higher in Computer Science, or Information System, or related field. An equivalent combination of education and experience is acceptable. 3. Good people and team management skill. 4. Ability to communicate to technical and non-technical staff in verbal/written form in English. Must be proficient in both Chinese and English. 5. Self-management skills and proactive at taking initiatives and doing work. 6. Familiar with document management and process workflow. 7. Hands-on experience in developing IT policies & procedures. Experience in implementing ITIL, or handling IT audit would be advantageous. 8. Certification with ITIL Fundation and PMP.
Job Description:
1. Service Management: Oversee daily operations, ensuring SLA adherence, proactive issue resolution, and efficient resource allocation. 2. Leadership: Lead recruitment, onboarding, training, performance evaluations, and escalations, fostering a collaborative, user-centric team culture. 3. Stakeholder Engagement: Act as the primary liaison with the Digital Program Manager to align with organizational goals. 4. Compliance and Security: Enforce policies, cybersecurity standards, and ethical practices to uphold service quality. 5. Process Optimization: Develop and refine Work Instructions, SOPs, and knowledge articles to enhance operational efficiency and scalability. 6. Performance Monitoring: Track and report KPIs/SLAs, analyze CSAT data and incident trends, and implement data-driven improvements. 7. Crisis and Change Management: Lead rapid response to critical incidents and manage change initiatives to minimize downtime and ensure service continuity. 8. Innovation: Integrate industry trends (e.g., AI, automation, cloud solutions) to optimize service delivery and user experience. 9. Mentorship: Provide coaching, professional development, and career guidance to support team growth and performance.
工作地點(diǎn):大連市中山區(qū)人民路15號(hào)國際金融大廈
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工作地點(diǎn)

大連中山區(qū)國際金融大廈

職位發(fā)布者

黃女士/HR

剛剛活躍
立即溝通
廣州宏意星
廣州市宏意星計(jì)算機(jī)系統(tǒng)服務(wù)有限公司是一家專業(yè)化的IT增值服務(wù)提供商。作為IBM公司的供應(yīng)商,廣州宏意星致力于為客戶提供專業(yè)化的IT運(yùn)維管理增值服務(wù),致力于為行業(yè)客戶的商業(yè)應(yīng)用系統(tǒng)提供個(gè)性化的軟件解決方案。廣州宏意星運(yùn)用自身雄厚的技術(shù)及資源優(yōu)勢(shì),詮釋了一個(gè)新的IT服務(wù)理念:無論何時(shí)、何地,廣州宏意星都隨時(shí)準(zhǔn)備以專業(yè)的人性化服務(wù),來保障企業(yè)的正常運(yùn)作和高速發(fā)展。廣州宏意星的全部宗旨都基于一條重要的原則,即成果共享與客戶關(guān)懷。出于這種精神,宏意星人愉快地貢獻(xiàn)他們的時(shí)間、知識(shí)與經(jīng)驗(yàn),恪守誠信原則,不斷地為客戶、員工和社會(huì)創(chuàng)造更大的價(jià)值。
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