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Operation Manager(Contact Center)

Salary undisclosed

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Job Responsibilities

1. Responsible for Huawei contact center operation management and operational capability building, and implement industry line-based strategies and various execution standards on the site side;

2. Responsible for the management of various operational indicators of the site and the achievement of business results, using PDCA, Six Sigma and other methods to conduct problem root cause analysis, put forward suggestions for indicator improvement, implement the improvement plan and output the implementation results;

3. Responsible for the site’s labor fee settlement review and acceptance, reward and punishment tracking and management, responsible for the compliance operation of the jurisdiction’s business, and ensuring the execution of the contract;

4. Responsible for the capacity building of site supplier personnel, such as training and certification business support and effect acceptance;

5. Responsible for site business system management and support;

6. Responsible for the collection, measurement, baseline establishment and daily operation monitoring of contact center operation data to ensure accurate data quality and support the efficient operation of the organization's business.

7. Responsible for online adaptation and cooperation in the countries covered by the contact center during the introduction of new business, such as: new product release, support for e-commerce promotions, etc

Job requirements

  • Bachelor or Master Degree in Engineering, Science, Computer Science or Technology.
  • More than 3 year's Team Leader working experience in a call center of consumer electronic product manufacturers, operators, or banks as preferable
  • Operating system: Proficient in using browsers such as Chrome/IE and core Office software (Excel/PPT) Product knowledge
  • Familiar with the basic operation of mobile phones or other electronic products
  • Excellent listening, speaking, reading, and writing skills in the service language
  • Good communication skills, the ability to handle user problems, having empathy, and being a good listener
  • Proficiency in English and Chinese