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萬寶華企業管理顧問股份有限公司 - Tech-Support Team Manager (famous MNC in consumer device)

http://bit.ly/1TmJrs4

工作說明：

EXPERIENCE AND SKILLS

Experience successfully leading small to medium sized teams

Demonstrated commitment to delivering quality customer service

Excellent communication skills, with ability to understand technical problems and clearly explain solutions

Previous experience within call centre desirable

KEY COMPETENCIES

Leadership

Strong Customer Focus

Effective team building skills

Ability to maintain composure under pressure

Technical Proficiency

Analytical Skills

Strong written and oral communication skills

MAIN RESPONSIBILITIES

Staff Management and Leadership

? Day to day staff supervision

? Handle staff and customer escalations

? Identify staff training and development needs

? Monitor and measure agent level performance

? Provide regular coaching

? Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required

? Hold regular staff meetings

? Participate in recruitment process

? Support career path development for staff

? Promote positive employee behaviors by leading example

? Mentoring

Call Centre Performance

? Monitor and meet defined performance goals

? Measure and report on call centre performance

? Provide direct phone queue support

? Meet call monitoring goals, including remote and in-cube, in liaison with QPM

? Participate in regular JCM’s

Operational Improvement

? Proactively identify areas for operational improvement, including tools and processes

? Involvement in projects as required

? Provide contact centre representation to internal and external parties

? Develop and maintain awareness of industry best practices

工作地點：

台北市大安區

工作時間：

日班

休假制度：

週休二日

工作性質：

全職

職務類別：

客服主管

工作待遇：

面議

需求人數：

1人

管理人數：

11~20人

到職日期：

一個月內

職缺更新：

2015/10/13

求才條件

身份類別：

一般求職者

學歷限制：

大學 以上

科系限制：

不拘

工作經驗：

8年以上工作經驗

語言能力：

英文 聽:精通 說:精通 讀:精通 寫:精通

附加條件：

Work From Home Environment

? Discipline to work remotely from home

? A quite workspace with ergonomic chair & desk

? High speed internet service (20M download and 1M upload) from a reliable provider

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