职位来源于智联招聘。工作职责： People enablement:
Develop talent and assess succession to ensure continuity and build future capabilityConsistent and timely communication to Team Managers and Agents on strategy, business updates, performance vs. goals, etc.
- Skip level 1:1 with agents
- Engagement activities including internal communications
- HR matters: probations, escalations, interviews / recruitment
- Learning & development – knowledge transfer to others, training sessions, NHT, coaching
- Mentoring / meeting / coaching Team Managers and Team Captains 1:1Analyze Team Managers and build action plans to improve and enable leadership, ensure tracking and follow-up
- L&D – self development
- Educate, communicate and embody compliance and integrity.
- Address issues and escalations.
- Performance leadership:
Team performance weekly / bi-weekly reviewsKPI related meetings, review, action planning, SLA monitoringReporting and analysisAssess and mitigate risks Operational planning and coordination:
- Strategy planning: monthly and quarterly, KPIs, fun activities, product launches and alignments
- Operational team meetings with TMs, TCs, to assign tasks, give operational updates on projects usually on a weekly basis
- Work with WFM – check schedules, forecast, optimize agent occupancy
- Cross functional meetings – support functions, attend meetings, regular and ad-hoc meetings with other department local leaders, get & share updates, product launches
- Escalations – customer related, review / approve, define process improvement opportunities
- Project related activities – rollouts, active participation in meetings, own projects
- Administrative tasks: Vacation leaves, expense approvals以担保或任何理由索要财物，扣押证照，均涉嫌违法。
