The Estee Lauder Companies Assistant Call Center Manager in China

Assistant Call Center Manager

Brand: Estée Lauder Companies Corporate Departments

Description

Major responsibilities::

  • To lead, supervise and effectively manage the call center in delivery of best-in-class quality services to agreed service level standards and customer satisfaction measures.

  • To manage day-to-day call center operations and review processes for continuous improvements

  • To closely communicate with client for updates and project implementation

Main duties:

  • To work closely with client to ensure seamless integration of services including enhancements, project implementation and reporting as well as planning and review mechanisms

  • To lead call center team members to strive for efficiency and world-class service quality, to foster culture of service, quality within call center, improve KPI system and SOP.

  • To plan, control and manage call center resources to meet service demand and quality levels

  • To manage performance and development of call center staff

  • To identify and implement process improvement initiatives to continuously raise performance

  • To provide insights into customer behaviors, trends and handling tactics to company and client

  • To develop highly motivated, productive and professional service team

  • To manage costs and call center budget, and be responsible for all cost forecasting

  • To propose and polish scripts required for the call center or specific customer segments

Qualifications

Qualifications and skills required:

  • University degree or Higher diploma with 3- 5 years’ relevant working experience in high-end customer service industries including customer/member service and loyalty programmes

  • Solid know-how of call center operations

  • Leadership and people management skills

  • Assertive and result-oriented

  • Good analytical and problem solving skills

  • Resilient and positive attitude

  • Excellent team building, communication and interpersonal skills

  • Working knowledge of Microsoft Office applications

  • Excellent command of spoken English and Mandarin, and written English and Simplified Chinese

Job: Marketing

Primary Location: Asia Pacific-China

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 178412