客户联络中心经理

该职位来源于猎聘 Job Title: Manager, Contact Center Job Summary As a member of Contact Center Management Team, he/she is responsible for operation, data, management and analysis work of Contact Center. He/She works closely with teams including Contact Center Operation Team, Sales Team, DTC Team, Operations Team, Entertainment Team, F&B Team, Merchandise Team, Hotel Team and CityWalk Team to ensure the stable, efficient and high-quality operation of Contact Center. Major Responsibilities Operation Management: Oversee and manage the operation team of the Contact Center (CC). Real-time monitor operational status, process implementation effectiveness, team performance and core business data, formulate targeted operational optimization strategies and implementation plans, and ensure all operational KPIs of the Contact Center meet standards steadily and the business operates efficiently. Manpower Efficiency Management: Guide the business volume forecasting, manpower allocation and on-site refined management of the Contact Center to support stable and standardized daily operations. Internal Collaboration: Establish a standardized communication and collaboration mechanism with the direct sales channel team, efficiently coordinate and resolve various operational issues, and ensure the smooth implementation of all work tasks. Data Analysis: Conduct operational reviews and special analysis based on user feedback and business data, identify operational pain points and root causes of problems, deliver implementable optimization solutions, and continuously improve the overall operation efficiency and service quality of the Customer Contact Center. Billing Management: Complete the calculation, preparation and verification of monthly outsourcing management fees in accordance with the actual operation status of the Contact Center and the terms of outsourcing cooperation contracts. Strictly control the accuracy of billing data to avoid errors. Complaint & Public Opinion Management: Oversee and follow up on complex customer complaints and special cases of the Contact Center to ensure standardized handling, tracking and handover of all cases. Establish and improve the early warning system and emergency response mechanism for major customer complaints and public opinion crises, respond to and handle emergencies properly, and minimize negative impacts on brand reputation and business operation. Report Management: Lead the team to complete various operational reports, independently prepare key operational documents, ensure authentic and accurate report content, and timely report the operational achievements and progress of the Customer Contact Center. System Optimization: Liaise with the IT and product teams, summarize and optimize functional requirements for the Contact Center system, and follow up the whole process of system iteration, implementation and launch. Process Approval: Serve as a member of the Contact Center management team, complete various business process approvals timely and accurately in strict accordance with institutional specifications. Work Backup: Implement mutual work backup mechanism among members of the Contact Center management team to ensure uninterrupted management support for center operations. Ad Hoc Tasks: Complete other temporary and assigned tasks. Qualifications More than 10 years of working experience in Contact Centers (Call Centers) or customer service field. More than 3 years of working experience in the theme park or tourism industry. Fluent English in both spoken and written communication. Excellent communication skills and strong adaptability. Proficiency in Microsoft Office. COPC certification is preferred. Education Bachelor's degree or above.

职位名称: 客户联络中心经理 职位概要 作为客户联络中心管理小组的成员，负责客户联络中心的运营、数据、管理和分析等工作，与客户联络中心运营团队、销售团队、DTC、运营、娱乐、餐饮、商品、酒店、城市大道等团队紧密合作，确保客户联络中心平稳、高效、高质量运行。 岗位职责 运营管理：统筹指导与管理客户联络中心运营团队，实时监控运营状态、流程落地效果、团队绩效表现及核心业务数据，针对性制定运营优化策略与落地方案，全面保障客户联络中心各项运营KPI稳定达标、业务高效运转。 人效管理：指导客户联络中心业务量预测、人力调配及现场精细化管理工作。 内部对接：与直营渠道团队建立沟通协作机制，高效协同处理各类问题，保障各项工作顺畅落地。 数据分析：基于用户反馈和业务数据开展复盘与专项分析，定位运营痛点和问题根源，输出优化方案，持续优化客户联络中心运营与服务质量。 账单管理：结合客户联络中心实际运营情况及外包合作合同条款，每月完成外包管理费账单的核算、制作与核验工作，严格把控账单数据准确性，杜绝错漏。 投诉与舆情管理：统筹指导、跟进处理客户联络中心各类疑难客诉、特殊案件，确保其得到规范处置、跟进及转交；搭建并完善重大客诉、舆情危机的预警体系与应急处理机制，快速响应、妥善处置突发问题，最大限度降低负面影响。 报告管理：统筹团队完成各类运营报告，独立制作关键报告，确保内容真实精准，及时汇报客户联络中心运营成果与进展。 系统优化：对接IT及产品团队，汇总和优化客户联络中心的系统功能需求，全程跟进协调系统迭代与落地上线工作。 流程审批：作为客户联络中心管理小组成员，严格按照制度规范，及时精准完成各类业务流程审批。 工作备份：客户联络中心管理小组成员互相备份彼此工作，确保客户联络中心管理支持工作持续不间断； 其他被安排的工作； 任职资格 10年以上联络中心(呼叫中心)或客户服务经验 3年以上主题乐园或旅游行业工作经验 流畅的英文口语和书写能力 善于沟通，适应能力强 精通微软Office COPC 认证优先 教育背景 大学本科及以上学历