Service Call Center Management Manager


Our client is a global player with operations in over 170 countries globally with growing global revenues with over US$75 Billion last year and over US$8 Billion of that invested in R&D and one of the best product ranges in the market for enterprise network infrastructure, cloud computing solution and devices. Their products and solutions have been deployed in over 140 countries, serving more than one third of the world's population.

Role:

*Develop and coordinate call centre supplier onsite to
*Responsible for all online service channel (hotline ,social media, email ,online chat ) final performance , maintain CSAT performance
*Responsible for the support website optimization and contents management, provide the best support website service for end users
*Responsible for the onsite management including personnel management, index management, quality management and training management.
*Implements service policies by effectively dispatching the on-site resources.
*Ensures the compliance of the various service indexes, timely collects and feeds back the voice of consumers, and improves the consumer service perception and overall satisfaction.
*Weekly report of business performance

Experience

*Bachelor or above degree is preferred
*At least 2 years of experience in call centre industry
*Experience in the mobile handset or related industry preferred.
*Outstanding communication and cooperation skills
*Strong target driven, proactive work attitude, teamwork and can work under pressure
*Experience in the mobile handset or related industry preferred.
*Native or Business German speaking essential

If you want to have one of the best product ranges on offer in the market with the support of on the most innovative companies in today's market, please send your CV in confidence to discuss this role. Salary and bonus is negotiable in line with attracting the best.

Initially a 2 year fixed term position.