立即投递该职位 职位名称：Online Technical Support Operating Manager 职位描述/要求：Essential Duties and Capabilities ? Manage Online Technical Support Operational activities to achieve target output and quality metrics. ? Ensure proper staffing levels by implementing staffing model tools/processes. Implement rigorous agent training programs to achieve customer success. ? Analyze and identify opportunities to improve the customer experience by examining trends in team productivity, knowledge and profitability based on call center analytics. Drive performance to exceed goals. ? Sustain the superior customer experience from phone and WeChat by developing innovative and differentiated approaches. ? Foster close working relationships with peers across the organization to maintain expert knowledge in the day-to-day business. ? Innovation in learning new technology and adopting into daily operations. ? Regional and worldwide key project leadership and participation
Internal Qualifications Search ? Bachelors or master’s degree or University Degree. ? Minimum 5 years customer service experience with a strong understanding of support processes and tools is preferred for this role. ? Customer Service management experience considered a strength ? Hands-on experience with online technical support workflows and technology ? Proficient in Agilent core products relative knowledge and familiar with chemical analytical and life science industry. ? Possesses strong collaboration and teamwork skills ? Demonstrate the ability to develop creative solutions and leverage new technology to solve business challenges ? Experience with mentoring and coaching for performance ? Excellent communication skills ? Proactively working style, self-motivation ? Strong customer service conscious to identify possible solutions/opportunities based on customer feedback ? Be willing to do challenge job and strong learning ability ? Demonstrated Agilent values with uncompromising integrity
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