Call Center Forum

jackieg · Guest

JOB SPECIFICATIONS
POSITION SUMMARY:Call Center ManagerBe involved in developing, modifying and executing call center strategy. Responsible for overseeing the technical support call center to deliver post-sales technical support (for notebooks and desktops) to customers, and ensure the best service quality while improving the operation efficiency to drive down the cost. Be a caring manager.
PRINCIPLE DUTIES AND RESPONSIBILITIES:This is to describe the specific roles and responsibilities of the position. Please do not use Dell acronyms as Staffing will use this description for external advertisements
· Lead groups of engineers to provide call center technical support for notebook and desktop products
· Manage the call center key performance such as service level and customer satisfaction, ensure a quality support environment and to obtain maximum customer based satisfaction· Analyze and identify performance gaps, and drive improvement initiatives
· Drive down cost by improving productivity, strengthening process, and enhancing team competencies
· Perform call monitoring and audits, and ensure closed loop corrective actions are in being executed. Ensure goals and performance plans are set up to support the improvement plans.
· Responsible for the overall development, motivation, and discipline of the teams.
· Set up and maintain smooth & effective communication channel with related functions to better support business needs.

REQUIREMENTS:Set out the qualifications, experience and skills that are essential for the position
· Bachelor's degree or equivalent with a minimum 8－10 years’ experience in customer service or related quality management experience.
· Concrete experience in delivering strategic solutions for a large call center and after sale support and service.
· Strong operational and management background with proven ability to lead an organization in customer service and support, by providing clear direction and objectives to teams, as well as inspiring them to take on new challenges and exceed expectations.
· Analytical and experienced in leveraging data and metrics to manage operation
· Excellent communication, presentation and negotiation skills are essential
· Excellent customer service orientation
· Ability to prioritize and take on multiple tasks
· Proficiency in English
INTERACTIONS:Indicate the superior/subordinate relationship and any other working relationships
· Report to Technical Support Director
· Engagement with APJ technical support leadership team on performance reporting, new initiatives and strategies of technical support
· Engagement with APJ Services warranty cost leader for goal setup, analysis, plan and review
· Engagement with Quality Assurance, Service Operation for quality improvement and field operation optimization
· Engagement with Customer Advocacy for case escalation and customer satisfaction issues

please forward your CV to jackie@ovov.net

Call Center Manager Needed For DELL CHINA