Main activities / responsibilities
-Manage the customer service team by providing guidance, coaching, and mentorship, taking quality control to ensure high-performance levels.
-Monitor key performance indicators (KPIs) , metrics and VOC data to drive performance improvements and optimize the efficiency and effectiveness of service operation.
-Drive sales leads and ensure Call Center to provide excellent quality to end customers and trade partners.
-Establish and enhance business procedures, workflows, and best practices to ensure consistent and high-quality delivery with regular reviews and updates of operational procedures. And based on all the flow, provide deep insight on system optimization to ensure that business is productive, efficient, and cost effective.
-Implement quality assurance processes to conduct regular quality audits and provide feedback for continuous improvement.
-Prepare and present regular reports on team performance, KPIs, and project status to senior management.

Qualifications
- Bachelor's degree in a relevant field.
- Fluent English communication skills (both written and spoken) are essential.
- 7 years’ experience in managing customer contact center teams is preferred.
- Strong project management skills with a focus on successful project execution.
- Solid understanding of service procedures and best practices.
- Logical and analytical mindset with the ability to leverage data for decision-making.

其他信息
语言要求：英语
行业要求：全部行业