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soft account lead
Identifiant de l’emploi
10505
Publié
24-04-2021
Type de rôle
Temps plein
Site(s)
Shanghai - Shanghai - China
ESSENTIAL DUTIES AND RESPONSIBILITIES
Supervises and provides leadership and support to the call center staff, including monitoring, coaching, and evaluating work team to ensure quality and productivity standards are met and/or exceeded.
Reviews and analyzes system operations in order to optimize effectiveness and efficiency of customer service center.
Allocates resources between units to maximize efficiencies and meet customer needs
Determine and prioritize workload and be prepared to make proactive decisions to meet daily business demands
Generates reports to measure productivity and perform analysis to determine root cause. Assists with ad hoc reporting requests.
Assists Management in developing and implementing incentive programs.
Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.