Full-Time Contact Centers Chinese Market Operations Manager

• Performance Management: Monitor daily operations performance of our BPO. Analyze performance & SLAs on each activity, identifying areas for improvement.
• Quality Assurance: Manage and improve Quality delivered by each contact center, make sure that it’s in line with Accor’s quality standards. Conduct quality assessments and calibrations with our BPOs. Monitor the quality of services delivered by external contact centers, conducting regular audits and assessments to ensure adherence to SLAs.
• Process, Training and Development: Collaborate with contact center partners to identify opportunities for process enhancement. Enhance communication efficiency. Identify key areas of improvement in our centers, collaborate with internal stakeholders to provide necessary training & guidance & support, ensuring a consistent customer experience.

• Demonstrated experience (minimum 5 years) in client relationship management or operations within a contact center environment.
• Exceptional verbal and written communication skills.
• Analytics and data driven problem solver.
• Ability to work on teams and in a multi-cultural environment.
• Familiarity with contact center operations, and customer service best practices.
• Excellent communication skills in Mandarin, Cantonese and English is required.
• Familiar with using Chinese social media tools like WeChat.
• Good understanding of the China market consumerism behavior and culture

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