项目经理/Project Manager

职位类别： 其它高级管理类

岗位职责:
1)  Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support;
2)  Complete end to end responsibility of account delivery;
3)  Responsible for delivering against client SOWs and SLAs;
4)  Operations leadership for establishing processes, metrics identifications and reporting;
5)  Ensure roll out of all center standards on Quality, Controls & Compliance and all pertinent house keeping items for the account;
6)  Deliver to  the Continuous Improvement Objectives for the account;
7)  Understanding and deploying appropriate CONCENTRIX tools and assets;
8)  Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction;
9)  Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making;
10) Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery;
11) Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training;
12) Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met;
13) Responsible for working with the cross functional teams to ensure successful delivery of the account managed;
14) Ensure 100% compliance of all controls by the delivery team;
15) Produce timely and effective client reports and CONCENTRIX internal management reports to present the performance of the account;
16) Ensure delivery of the account per the contract and DOU signed with the customer;
17) Build and develop effective working relationship with the account Pes;
18) Constantly look for and create opportunities of growth of the account.
 
岗位要求：
1)  Min.8 years operations manager experience with 100+ team;
2)  Project Management skill. Domestic Client relationship management experience
3)  KPI/Finance skill. Financial Acumen, having experience in managing P&L / costs for the account;
4)  Deep expertise in understanding Call metrics / AVAYA CMS reports / Call center productivity reports.
 
Strong English skills:
1)  Client relationship management, Problem determination and be able to make crisp action plans;
2)  People Management - Facilitate a healthy and a motivating environment;
3)  Preferable to have Six Sigma / Quality certification / Customer Operations Performance Center (COPC) etc;
4)  Understanding and Focus on Business Controls / Process adherence and Compliance;
5)  Be able to establish strong working relationship with internal CONCENTRIX and functional teams;
6)  Some experience with transition and project management concepts / methodology is preferred.
 
Qualifications (Education/Major/Certificates)
Six Sigma Green Belt, PMP.
 
Additional information preferred:
1)  Experience within the contact centre industry OR;
2)  Sales Management Experience with IT industry;
3)  An understanding of smart phone or electronic device hardware and software.
工作时间：
早九晚六，周末双休
薪资福利：
1）   员工享有基本工资+餐补；
2）  享有带薪年假高达5-15天，婚假，产假/陪产假
3）  按国家政策缴纳社会保险和住房公积金，商业保险, 每年公司组织大型体检等福利
4）  工作环境舒适，五星级年会，每个季度有团队建设活动
5）  职业前景：公司提供全方位的技能培训如职前培训、在职培训、晋升培训，为员工提供通畅的晋升通道
6）  内部推荐奖金：推荐员工入职满一个月即可拿到内部推荐奖金
保密承诺： Concentrix 对收集的应聘人员个人信息资料，严格遵守 Concentrix 个人信息保护管理体系的相关管理制度和员工保密协议，对应聘人员提供的个人资料保守秘密，严防丢失、泄露、损毁的事件发生。
使用目的仅限于与应聘人员联络、考核及入职后的管理之用，如未被录用的在 Concentrix 内部销毁绝，不用于它途。

• 年龄要求： 不限
• 语言要求：不限