about the company.Internetabout the team.WFMabout the job.To ensure capacity alignment is based on expected volume, identify and take necessary actions for short- and long-term deficits to meet service levels.Volume forecast for the next 3, 6, 12 months and Staffing & scheduling based on the forecasted volumeReal-time monitoring of staffing status and provide feedback to operation team if required.To analyze global site performances and determine optimal p
about the company.Internetabout the team.WFMabout the job.To ensure capacity alignment is based on expected volume, identify and take necessary actions for short- and long-term deficits to meet service levels.Volume forecast for the next 3, 6, 12 months and Staffing & scheduling based on the forecasted volumeReal-time monitoring of staffing status and provide feedback to operation team if required.To analyze global site performances and determine optimal p
about the company.Internetabout the team.AIabout the job.1. Auto-Service Efficiency and Quality Management:Lead and manage overall auto-service efficiency and quality of auto-service delivery with astrong focus on Instant Message (IM), Call, and Email channels.Drive improvements in auto-service coverage and First Contact Resolve (FCR) rate to ensure prompt and effective resolution of customer inquiries and issues.2. Customer Effort and Satisfaction Improve
about the company.Internetabout the team.AIabout the job.1. Auto-Service Efficiency and Quality Management:Lead and manage overall auto-service efficiency and quality of auto-service delivery with astrong focus on Instant Message (IM), Call, and Email channels.Drive improvements in auto-service coverage and First Contact Resolve (FCR) rate to ensure prompt and effective resolution of customer inquiries and issues.2. Customer Effort and Satisfaction Improve
about the company.某头部互联网公司about the team.服务团队about the job.1、制定并实施客服团队战略,负责全服务流程策略的制定及优化改进,建立业务体验运营策略及衡量标准以提高客户满意度,客户体验和业绩2、管理和领导客服团队,确保他们具备专业的技能和知识,并确保他们能够遵循客服的服务标准3、确保客服团队能够有效的使用各种客服服务工具和系统,以提高客户满意度和工作效率4、制定并执行客服团队的工作计划和目标,以确保客服团队达到预期的业绩目标5、监控客服团队的工作表现,并为他们提供必要的反馈和支持,以帮助他们提高效率,高质量。6、通过对服务体验的相关熟悉,客户反馈,行业最近实践定期分析,发现影响客户体验的关键问题,产出分析报告并推动改善7、深入业务并思考,能够在提升用户体验的同时可以为部门输出有价值的改善建议。skills and experience required.1、5年以上的客服管理经验2、良好的英文沟通能力3、熟悉客服服务流程和客服服务标准,具备扎实的客户服务
about the company.某头部互联网公司about the team.服务团队about the job.1、制定并实施客服团队战略,负责全服务流程策略的制定及优化改进,建立业务体验运营策略及衡量标准以提高客户满意度,客户体验和业绩2、管理和领导客服团队,确保他们具备专业的技能和知识,并确保他们能够遵循客服的服务标准3、确保客服团队能够有效的使用各种客服服务工具和系统,以提高客户满意度和工作效率4、制定并执行客服团队的工作计划和目标,以确保客服团队达到预期的业绩目标5、监控客服团队的工作表现,并为他们提供必要的反馈和支持,以帮助他们提高效率,高质量。6、通过对服务体验的相关熟悉,客户反馈,行业最近实践定期分析,发现影响客户体验的关键问题,产出分析报告并推动改善7、深入业务并思考,能够在提升用户体验的同时可以为部门输出有价值的改善建议。skills and experience required.1、5年以上的客服管理经验2、良好的英文沟通能力3、熟悉客服服务流程和客服服务标准,具备扎实的客户服务
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