■About this company
Our company founded in 1999 and its headquartered in Shanghai, China. Now, with more than 40,000 employees worldwide, is:
－ China’s leading travel services provider
－ Ranked top class among China travel groups in 2015
－ Covering over 50％ of the online travel service market share
－ The top class global online travel services company in terms of market value
－ China’s larger domestic travel services company
In 2009, 2010 and 2014, we invested in Travel agency （Taiwan and Hong Kong）, expanding its business and services into Taiwan, Hong Kong, Macau and North America as well as additional destinations worldwide.
We started its International Business towards the end of 2013, and the extent and pace of growth continues at an impressive rate.
As part of the exciting global expansion strategy, we are now opening its top class Asian presence in the vibrant city of Tokyo.
－ To ensure targeted operations KPI’s are met
－ To maintain a high level of customer satisfaction through consistent quality service delivery.
－ To maintain a high team morale by providing leadership, guidance, and coaching to the staff
Line manager: Senior Service Manager
Team size: 50
－ Understand the scope and objectives of the service team ensuring successful achievement of targeted performance goals.
－ Develop procedures and process to establish an effective workflow of the service team
－ Make sure all necessary operational reports are available for client and internal reviewing, and analyze the reports to identify opportunities for improvement
－ Conduct regular meetings effectively to discuss the operations issues, document meeting minutes and action items
Project financial performance:
－ Responsible for team budget design, review gross margins reports on a monthly basis, and identify rooms for better profit margin
－ Provide support and guidance to call center supervisors and team leaders on daily operations issues
－ Coach and develop call center supervisors and team leaders to ensure they have sufficient skills and knowledge carry out job duties pertaining to the project
－ Monitor and review performance of supervisors and CSRs and provide feedback to them
－ Establish motivational organism to main high team morale and drive a high level of performance.
－ Coordinate with support functions including procedure, QA, transition, global operation, training and HR to ensure the team has sufficient resources to complete tasks.
－ Proven ability to effectively lead management team members
－ Excellent team building skills
－ Ability to clearly communicate at all levels
－ Demonstrated effective utilization of proper operations and employee management practices
－ Knowledge of employee recognition and reward practices
－ Ability to motivate teams and drive peak performance
－ Effective time management skills
－ Solid knowledge of call center management tools including call monitoring skills, coaching, telephone technology, etc.
－ Fluent English skills both verbal and written
－ Proficient in MS Office tools
－ Knowledge of shift management
－ Strong conflict and problem solving skills
－ Ability to perform duties with integrity, accountability and professionalism
－ Enthusiastic, outgoing, driven and motivated individual
－ COPC,PMP,6sigma experience is preferred.
－ Proven record of success in customer service team management
－ Minimum of 10 years of call center experience with a minimum of 5 years managerial experience
1） Bachelor’s degree required