電訊盈科 誠(chéng)聘
發(fā)布日期：2004年04月13日
有效期：30天
電訊盈科 （香港聯(lián)交所上市代號(hào)：0008；紐約證券交易所預(yù)托證券代號(hào)：PCW）是盈科拓展集團(tuán)在香港上市的科技旗艦，也是亞洲領(lǐng)先的綜合通訊公司之一。
該公司憑籍在香港市場(chǎng)的領(lǐng)導(dǎo)地位，著重在亞太區(qū)發(fā)揮各個(gè)主要業(yè)務(wù)單位與業(yè)務(wù)伙伴的協(xié)同效益，并秉承以客為尊的信念，致力客戶帶來(lái)一應(yīng)俱全的組合服務(wù)，從而增加股東回報(bào)。電訊盈科之主要業(yè)務(wù)為：綜合電訊服務(wù)、寬頻方案服務(wù)、流動(dòng)及網(wǎng)絡(luò)接駁服務(wù)、窄頻及互動(dòng)寬頻服務(wù)（互聯(lián)網(wǎng)服務(wù)）、商企電貿(mào)方案服務(wù)、數(shù)據(jù)中心及相關(guān)的基建業(yè)務(wù)等。
招聘職位：人力資源主管 工作地點(diǎn): 北京
電郵: Luie.QL.Lu@pccw.com
傳真:(86-20) 8135 1920
職位描述：
工作摘要
負(fù)責(zé)招募，薪資，福利，勞資雇用關(guān)系，人力資統(tǒng)計(jì)資料制作，及客戶服務(wù)及電話行銷之訓(xùn)練.
主要職責(zé):
招募
· 配合公司業(yè)務(wù)要求(成本，品質(zhì)，時(shí)間)，以創(chuàng)新及有效的方法招募全職／短期／兼職的客服組長(zhǎng)及客服人員，本土化及不斷加強(qiáng)甄選的測(cè)驗(yàn)方法訓(xùn)練
· 本土化及不斷加強(qiáng)訓(xùn)練方法，提供所有員工之訓(xùn)練教材，包括公司介紹，客戶服務(wù)，電話行銷，在線輔導(dǎo)，監(jiān)督，品質(zhì)保證，角色扮演，系統(tǒng)操作及其它客服部所需的基本技能與客戶的專案訓(xùn)練.
· 發(fā)展及維護(hù)記錄技能及專業(yè)的數(shù)據(jù)庫(kù)，并與相關(guān)的資深經(jīng)理人事先討論客服部員工的職涯規(guī)劃及訓(xùn)練需求.
· 與總經(jīng)理，其它管理階層及香港電訊的人力資源部門取得共識(shí)，以發(fā)展培養(yǎng)訓(xùn)練師之課程與提供管理及員工成長(zhǎng)之課程給管理及行政人員
行政管理/其它
· 根據(jù)對(duì)本土市場(chǎng)之認(rèn)識(shí)及香港電訊Teleservices 人事部門之意見(jiàn)，向總經(jīng)理提出與績(jī)效結(jié)合之薪酬制度和符合成本效益及市場(chǎng)競(jìng)爭(zhēng)優(yōu)勢(shì)之福利
· 與客服主管商議以落實(shí)本土化及不斷地加強(qiáng)人力資源手冊(cè)及相關(guān)的操作手冊(cè)
· 以專業(yè)及機(jī)密的方式，保持及維護(hù)人事及績(jī)效相關(guān)數(shù)據(jù)與記錄
· 基于香港電訊及地區(qū)的人事意見(jiàn)與自己的知識(shí)，負(fù)責(zé)確保人事政策及規(guī)定是符合法令需求及遵照內(nèi)部管理規(guī)章及人事規(guī)則
· 負(fù)責(zé)薪資／福利／請(qǐng)假管理及維護(hù)與加強(qiáng)薪資作業(yè)流程和薪資系統(tǒng).
· 經(jīng)資深的管理同仁的指導(dǎo)與建議，以設(shè)計(jì)執(zhí)行與管理內(nèi)部溝通，員工關(guān)系，勞資關(guān)系，員工激勵(lì)，個(gè)人認(rèn)同感及員工福利
職務(wù)條件
· 大學(xué)以上至少有三年之招募與訓(xùn)練經(jīng)驗(yàn)
· 熟悉北京地區(qū)之勞動(dòng)條件及法令規(guī)定
· 自我督促，果斷及結(jié)果導(dǎo)向
· 分析能力強(qiáng)及良好的業(yè)務(wù)知識(shí)
· 擅溝通技巧及中英文聽說(shuō)寫流利
·Job Title: Deputy Call Center Manager (Reference Code:
F669)
·Work Location: Shanghai Beijing
·Email: Luie.QL.Lu@pccw.com
·Fax: (86-20) 8135 1920
JOB SUMMARY
Manage the call center operation by meeting the quality, performance,
productivity and costs control objectives. Oversee the implementation
and operation of customer service enquiry and, telesales/telemarketing
services.
MAJOR RESPONSIBILITIES
· To plan, manage and control the operations of the
Call Center so as to achieve the service and cost targets in an
efficient and effective manner.
· To ensure Call Centre resources are best utilized
in meeting the service targets
· To manage the overall quality, performance, and
productivity of assigned programme.
· To design and develop best-in-class work procedures
and practices and ensure that they are well-implemented
· To proactive plan for any potential threats and
crisis and exercise preventive actions in order to maintain smooth
operation.
· To develop a highly motivated, productive and professional
customer service team.
· To recruit, train up call centre personnel &
effectively manage staff turnover and foster good team spirit.
· To foster service-oriented culture and maintain
ambience within call centre
· To set up Key Performance Indicators with relevant
parties and ensure its proper execution.
· To develop and implement Best Practice approaches
within Call Centre.
· To measure customer satisfaction regularly and ensure
those standards are being met.
· To prepare all necessary reports to reflect the
call centre utilization, service level achievements, and quality
level achievements.
· To develop and implement an efficiency staffing
plans to work on various projects
· To manage the implementation of customer projects
REQUIREMENT:
· University Degree holder with at least 5 years’
experience in customer services industry and 2 years in supervisory
level.
· Previous experience in managing a call centre is
an advantage
· Good leadership and people management skill
· Willing to work in a dynamic environment and accept
new idea
· Good team building and interpersonal skills with
ability to communicate effectively with people of all levels
· Good analytical and problem solving skills
· Excellent command in both written and spoken English
and Chinese.
If you have the desire for an exciting and rewarding career,
send us your resume immediately, quoting the reference number,
your present and expected salary via email/fax to Human Resources
Department.
Email: Luie.QL.Lu@pccw.com
Fax: (86-20) 8135 1920
PCCW is an equal opportunity employer
and welcomes applications from all qualified candidates. Information
provided will be treated in strict confidence and will only be
used for recruitment-related purposes. Personal data provided
by job applicants will be used strictly in accordance with the
employer’s personal data policies, a copy of which will be provided
immediately upon request.
www.pccw.com
聯(lián)系方式：
Email: Luie.QL.Lu@pccw.com
Fax: (86-20) 8135 1920
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