类似于PMO，有关CAll center的职位

6年以上，英文非常流利，熟悉CALL CENTER，外包，目标公司如IBM/微软/HP/泰科，等外包公司
Job Description

Role Title:   

 Acct/Srvc Delivery Mgmt Mgr 
 

Role Summary:

1. Work with PMO (project management officer ) to initiate projects/programs in UGSC: to communicate with service implementation managers and project managers to understanding the service requirement and process. Work with the local team to establish internal operation procedure and service process; organize service delivery team; and arrange the training.
2. After the project goes live, to keep the process optimized to ensure efficiency and service quality.
3. Track the project operational performance, generate reports for the customers.
4. Work with QA to implement COPC/ITIL/ISO in helpdesk projects.

Reporting Relationship:
Operations Director

Job Responsibilities:

Leadership

Performance Management - maximise team leader attendance and performance. Ensure expected standards of team leader behaviour are maintained. Support team leaders to maximise team member attendance and performance.
People Development - ensure team leaders take responsibility for self-development and promote knowledge and skills development in support of internal career development.
Team Management and Development - build and maintain high team leader morale, positvely cascade Corporate and Departmental communications. Promote and ensure acceptable standard of team behaviour.
Change Management - positively promote and facilitate change. Actively contribute and meet the defined requirements of the Continuous Improvement Programme.

Queue Management

Ensure team leaders effectively allocate work to available resources. Manage and or escalate unexpected changes in supply or demand.

Cost Management

Actively contribute and meet the defined requirements of the Continuous Improvement Programme. Make optimal use of resources.

Service Delivery

Eliminate of errors in fulfilling client service delivery requests through Team Leaders. Achieve internal service levels.

Risk Management

Maximise skills development to promote flexible workforce and eliminate key-man reliance.
Ensure compliance to Legislative and Regulatory requirements, Customer Service Request (CSR) processes and procedures.
Formally escalate unexpected changes in supply or demand and locally identified breaches in regulatory and procedural compliance. Notify the Continuous Improvement Programme of anomalies in business trends.

Qualification:

Three to Five years of experience supervising staff in a production environment or the equivalent combination of education and experience. Skills required include: good verbal and written communication skills, ability to train and develop staff, and ability to work in a time sensitive environment. Planning & Organizing / Work Management

Experience:

1. 3+ years’ solid experience as service manager or service delivery manager in service desk delivery or outsourcing business. Global delivery experience will be better.

Knowledge, Skills and Other Pre-requisites:

• Good command of Mandarin and English.

转载于:https://www.cnblogs.com/salley1314/archive/2010/08/24/1807394.html