Job Responsibilities:
1.Oversee daily operations of the Philippine customer service team, establish service level agreements (SLAs), monitor implementation, and ensure service efficiency and customer satisfaction meet targets.
2.Lead the transition from BPO to RPO projects, optimize flexible staffing recruitment processes and conversion rates, and mitigate workforce shortage risks.
3.Regularly analyze team performance metrics (e.g., conversion rate, response time, employee retention rate) and develop actionable process improvement plans.
4.Ensure compliance with Philippine labor laws for local staffing, handle labor disputes and compliance audits, and minimize legal risks.
5.Implement localized training programs based on headquarters’ frameworks for sales, customer service, and product training to enhance team expertise.
6.Demonstrate strong stress tolerance and adaptability to manage peak workloads or staffing gaps, ensuring service continuity during high-demand periods (e.g., promotions).
Requirements:
1.3+ years of overseas customer service team management experience, with familiarity in BPO/RPO models. Experience collaborating with Chinese teams is preferred.
2.Proficient in Philippine labor laws and flexible staffing policies, with proven team leadership capabilities.
3.Strong problem-solving skills in crisis situations, with a track record of executing emergency staffing plans during peak operational periods.
4.Fluent in English and Mandarin.
5.Willingness to travel between China and the Philippines for business needs.
Job Responsibilities:
1.Oversee daily operations of the Philippine customer service team, establish service level agreements (SLAs), monitor implementation, and ensure service efficiency and customer satisfaction meet targets.
2.Lead the transition from BPO to RPO projects, optimize flexible staffing recruitment processes and conversion rates, and mitigate workforce shortage risks.
3.Regularly analyze team performance metrics (e.g., conversion rate, response time, employee retention rate) and develop actionable process improvement plans.
4.Ensure compliance with Philippine labor laws for local staffing, handle labor disputes and compliance audits, and minimize legal risks.
5.Implement localized training programs based on headquarters’ frameworks for sales, customer service, and product training to enhance team expertise.
6.Demonstrate strong stress tolerance and adaptability to manage peak workloads or staffing gaps, ensuring service continuity during high-demand periods (e.g., promotions).
Requirements:
1.3+ years of overseas customer service team management experience, with familiarity in BPO/RPO models. Experience collaborating with Chinese teams is preferred.
2.Proficient in Philippine labor laws and flexible staffing policies, with proven team leadership capabilities.
3.Strong problem-solving skills in crisis situations, with a track record of executing emergency staffing plans during peak operational periods.
4.Fluent in English and Mandarin.
5.Willingness to travel between China and the Philippines for business needs.