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工作職責：
● Supervise and coordinate the daily service and compliance activities/operations of the call center team, with strong organizational and time management awareness and analytical skills.
● 監(jiān)督和協(xié)調呼叫中心團隊的日常服務和合規(guī)活動/運營，具有較強的組織和時間管理意識和分析能力。
● Liaise with the client's internal functions and third party partners to ensure the implementation and fulfillment of call center services and compliance activities/operations.
● 與客戶的內部職能部門和第三方合作伙伴保持聯(lián)系，確保呼叫中心服務和合規(guī)活動/運營的實施和履行
● Based on data collected from traditional service channels, submit complete and timely standard reports quarterly or as required, including but not limited to business reviews and insights summaries, with a strong focus on important details and data accuracy.
● 根據從傳統(tǒng)服務渠道收集的數據，每季度或按要求提交完整、及時的標準報告，包括但不限于業(yè)務回顧和洞察總結，重點關注重要細節(jié)和數據準確性
● Provide suggestions and recommendations to improve call center service team skills
● 為提升呼叫中心服務團隊技能提供意見和建議
● Responsible for compliance, documentation and process execution of call center; Lead the identification of corrective action and preventive action implementation as the subject matter expert for Call center compliance and quality audit/investigation.
● 負責呼叫中心的合規(guī)、文件編制和流程執(zhí)行;作為呼叫中心合規(guī)和質量審核/調查的主題專家，領導糾正措施和預防措施的實施
● Work with CC services and Compliance TQA to develop standard operating procedures and FAQs related to call center services and compliance.
● 與呼叫中心服務和合規(guī)TQA合作，制定與呼叫中心服務和合規(guī)相關的標準操作程序和常見問題
● Actively work with CCC leadership, Other Functional Business Leader/s, internal Customer and third party partners to ensure the implementation of processes and strategies for service and compliance activities
● 積極與CCC領導、客戶方其他部門業(yè)務主管、內部客戶和第三方合作伙伴合作，確保服務和合規(guī)活動的流程和策略的實施
● Backfill specialist tasks when case volume surge, including phone call pick up, case processing from email or other channels.
● 當案件數量激增時，承擔客服專員的任務，包括接聽電話，通過電子郵件或其他渠道處理案件。
● Handle Serious complaints (example: government, media exposure complaints)
● 處理嚴重投訴 (舉例：政府、媒體曝光投訴)
● Perform other relevant CCC duties as assigned if necessary
● 必要時執(zhí)行指派的其他相關CCC職責

任職要求：
● 大?；蛞陨蠈W歷。
● 至少 2 年 BPO 或消費者護理行業(yè)團隊領導經驗，護膚品/化妝品/自我護理行業(yè)優(yōu)先考慮。
● 雙語溝通能力，英語、普通話和簡體中文流利
● 具備塑造和領導團隊的能力，具有很強的影響力和溝通技巧，以及對合規(guī)。
● 精通 Word、Excel、PowerPoint、Outlook 及其他軟件、客戶端系統(tǒng)、互聯(lián)網導航
● 善于撰寫報告、消費者反饋和項目手冊。思維敏捷，能夠應對變化和業(yè)務要求。能夠按照所有政策和法規(guī)要求處理敏感和私人客戶信息。
● 能夠遵守最后期限和關鍵目標，獨立工作，具有團隊合作精神，并能推動工作取得成果