职务概要
职位种类 | IT工程师(SE/WEB/游戏)/SE(网络/数据库/服务器/通讯设备/安全) |
---|---|
行业类别 | IT/通信/互联网/ 综合/IT服务 |
职位类型 | 正式员工 |
岗位级别 | 组长/主管/系长级别 |
招聘人数 | 3 |
希望入职时间 | - |
必须语言能力 |
日语 (精通-较多商务交流经验) |
希望具备的语言能力 | 英语、 |
工作时间 | 全职 |
详细工作内容
• Lead a team to meet and exceed business objectives, ensuring that key financial, operational and quality metrics
are consistently achieved.
• Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all
Agents/Advisors in the team, ensuring we attract and retain the very best talent.
• Apply a process of continuous review and proactive management of absenteeism and attrition for all
Agents/Advisors in the team, ensuring return to work and exit interviews are completed.
• Continually review and monitor work performance of all Agents/Advisors against agreed KPIs, ensuring that calls
are handled professionally and instigating appropriate corrective action, using performance management tools to
manage any shortfall.
• Undertake formal quarterly performance reviews and one-on-one monthly meetings with each Agent/Advisor,
ensuring objectives are continuously reviewed and linked to business KPI’s.
• Ensure Agents/Advisors are recognized and rewarded for outstanding achievements/performance in line with
company mission and values.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Measure, report and communicate metric goal attainment for assigned team.
• Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team
members, encouraging feedback and sharing of ideas and best practice.
• Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and
take pride in working for the company.
• Ensure actions from employee satisfaction survey are implemented and continuously reviewed.
• Coach, develop and motivate Agents/Advisors by providing the skills and knowledge to perform their job, together
with opportunities for skills expansion and career development.
• Continuously monitor Agent/Advisor calls in line with GOS, either via desk-side or remote monitoring, across a
sample of transaction types, ensuring performance metrics are consistently achieved. Ensure accurate and timely
communication of any client/campaign issues to Operations Manager.
• Ensure appropriate actions are taken to improve client satisfaction survey scores.
关于面试
Virtual Interview