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職位描述 1. To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded; 2. Maintain and improve customer satisfaction across all channels and products; 3. Accountable for managing absence, attrition and adherence within the teams; 5. Measuring performance of the key Team Members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through one-to-one coaching and devising appropriate action plans; 6. Responsible for maximizing team productivity; 7. To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place; 8. Analyze, interpret and report to the Services Manager on performance statistics, identifying trends and presenting appropriate recommendations for improvements; 9. Developing excellent working relationships across all functions within the business and management of conflict situations. 任職資格 1. 5+ years managing and coaching contact center teams more than 50 members; 2. Understand different cultures, international background or worked in international environment is preferred; 3. COPC/6 Sigma/PMP experience is preferred; 4. Full-Time Bachelor degree or above; 5. Commitment to excellence; 6. Committed to data driven decision making and result oriented; 7. Clearly communication skills; 8. Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc.; 9. Ability to deliver quality results under pressure; 10. Fluent spoken and written English; 11. Proficient in MS office tools.