Job Requirement:
·High school qualification.
·English language certification.
·Leadership & coaching courses and qualifications.
·Three years experience in the contact centre environment.
·One-year experience as a Supervisor/Team Leader in the contact centre environment.
·Experience in communicating with staff from different cultures and/or countries.
Job Responsibilities:
To lead, motivate and empower the staff through effective & open communication, excellent leadership, regular performance feedback and teambuilding in order to maximise customer satisfaction, employee satisfaction and team productivity.
·Communicate and monitor clear individual performance objectives and service standards.
·Create a positive and collaborative team environment by setting and regularly reviewing the achievement of team goals.
·Plan and conduct regular coaching sessions with each employee, including transaction monitoring, documentation and follow up.
·Ensure training and development plans are in place for every employee and are complied to.
·Coach Customer Service Representatives on the application of Voice of the Customer principles.
·Provide real time feedback to contact centre management and resource planners on any variations to transaction traffic that may require intra-day adjustments to staff schedules.
·Comply with the company's corporate social responsibility, health, safety and environmental standards and responsibilities as identified within TNT Express management systems and directly support line management in effectively implementing these management systems
简历收集信箱：wrhr.china@tnt.com
工作地点：成都市高朋大道16，邮编：610041