Alibaba Group-Alibaba International Digital Commerce Group-AliExpress-Miravia-Customer Care Call Center Manager-Madrid/Hangzhou
Basic Infomation
Department:
Alibaba Group
Degree:
Bachelor
Work Experience:
5 year
Job Description
1\.Manage and lead a team of call center agents, ensuring high\-quality customer service and efficient issue resolution.
2、Develop and implement call center strategies, processes, and metrics to meet performance targets and enhance customer satisfaction.
3、Monitor team performance, conduct regular performance evaluations, and provide coaching and training to improve agent skills.
4、Collaborate with cross\-functional teams to address customer concerns and identify areas for process improvement.
5、Analyze call center data, identify trends, and generate reports to drive decision\-making and optimize operations.
6、Manage daily operations, including scheduling, workload distribution, and resource allocation.
7、Maintain a positive and productive work environment, fostering teamwork and employee engagement.
8、Ensure compliance with company policies, regulatory requirements, and industry standardsPosition Requirement
1、Bachelor's degree in Business Administration, Communications, or a related field.
2、Minimum of 5 years of experience in call center management, preferably in a BPO environment.
3、Proven track record in achieving performance targets, improving customer satisfaction, and driving process improvements.
4、Strong leadership and interpersonal skills, with the ability to motivate and develop a diverse team.
5、Excellent communication and problem\-solving abilities, with a focus on customer\-centric solutions.
6、Familiarity with call center software and metrics, such as call routing systems, CRM tools, and KPI tracking.
7、Ability to manage multiple tasks, prioritize effectively, and adapt to a fast\-paced, dynamic environment.
8、Experience in handling sensitive customer issues and resolving conflicts in a professional manner.
9\.、Familiarity with using AI tools or applications (e.g., AI\-powered analytics, chatbots, or productivity agents) to support customer service operations and improve team efficiency is a plus.
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