发表於: 2018-09-14

职位类别: 长工

行业类别: 工业与制造业

 
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A global leading chemical company looking for a back support manager.

Responsibilities:

* Lead Contact Center HR generalist team operation, oversee Contact Center communication channels (incl. portal, Contact Center, in-coming mails, posting etc.) and ensure delivery in line with SLA's, quality standards and policy
* Review and analyze Contact Center call center performance, identify trend information, business needs and/or opportunities for improvement on operational work processes, techniques and systems
* Design and develop work flow and procedures for Contact Center and ensure its implementation, prepare contingency plan for potential crisis and exercise preventive actions to ensure smooth operation achieved
* Monitor Business/complex case(s) and requests, track ESS (employee self-service) & MSS (manager self-service) and case management system performance, identify gaps for continuous improvement
* Review Contact Center resources allocation to support high-level of customer service thru efficient staffing, continuously improve staff productivity to ensure team resources are best utilized to achieve performance goals
* Build Contact Center team talent pipeline, facilitate team capability development and drive team engagement, lead knowledge transfer & best practice sharing

Job Requirements

* Administration, management or other related fields Major, with college degree or above.
* 5-8 years with HR Generalist experience with at least 2-3 years team management experience Good verbal English, and business English writing.
* Good knowledge of Microsoft Office Application, be familiar with HR all information system operation.
* Solid HR functional knowledge including national labor law, HR policies & processes etc.;
* Attention to detail, strong analytical, planning and problem solving skills;
* Drive for result, self-motivated, mature interpersonal & influencing skills;
* Passionate to enhance customer satisfaction and productivity, ability to cope with changes;
* Mature team-coaching skill, and strong people engagement & development skills
通过电邮发送职位

立即申请: back support manager
参考号码: CN139969

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