Job expirat
1. Recruit, hire, train, coach and develop associates for the Technical Assistance Center. Define specific skills requirements, including technical/product knowledge and telephone/customer communications skills. Prepare individual development plans for full-time Technical Support Specialists and mobilize cost-effective training, with particular emphasis on eLearning. Routinely assess performance and provide feedback.
2. Develop and implement a plan to equip and train all FO and BO personnel. Provide fixed schedules for all three shifts including weekend coverage.
3. In cooperation with others, develop plans and procedures for
the TAC department to improve service delivery
4. Prepare annual plans for expenses and budgets and provide routine activity reports to management. Achieve assigned objectives.
5. Develop and implement a program to improve customer relationship skills, with particular emphasis on telephone etiquette. Meet with or call customers as required to intervene in escalated problem situations.
6. Insure full training of TAC staff, and compliance with the policy for complaint handling. Insure complete and accurate documentation of all call records and support for any investigation.
7. Establish, monitor and maintain procedures that insure proper, consistent documentation, access to information and document
retention and management among TAC staff. Conduct periodic internal audits and inspections
and In terms of:
Business Operation Support Management
-To review and approve quality standards, measurement system and IT platform during the outcome stage of business support management process
-To participate in planning and managing of TAC HR.
Delivery Management
To participate in analyzing the evaluating of business operation outcome during Delivery Management and the corresponding improvement measures.
Monitoring and Coaching
Monitoring and coaching the managemental activities of each role during Business Operation Support Management, Business Operation Management and Delivery Management
Interface of Department
Be responsible for executing and inspecting the managemental activities related to superior department and other functional department
-Bachelor or Over degree Communication Computer electron etc profession
-Management experience of over 3 years in customer service center, preferable in telecommunication sectors ,
-Very Good knowledge of telecommunication products and industry
-Good management and leadership skills
-Excellent interpersonal and communication skills in relation to all level of customers
-Success oriented and target- motivated
-Ability to meet customer expectations
-Fluent in English
Founded in 1988, Huawei Technologies is one of the fastest growing telecommunication and network solutions providers in the world. It is one of the worldwide leading suppliers in the field of Broadband Network (NGN, DSL, MSAN), Mobile Network (GSM/GPRS, UMTS, CDMA), Optical Network, Data Communication, Software and Applications (Intelligent Network). Huawei Technologies experienced a fast growth in the last decade with offices in more than 50 countries in the world and supplied its diversified products and solutions to more than 60 countries including Italy, UK, Germany, Spain, France, USA, Russia, Brazil, Peru, Egypt, South Korea, Australia, Thailand and China, etc. We sincerely invite professionals who have rich working experience in IT/Telecom companies to join us and develop together with Huawei. For further information, please visit us now at http://www.huawei.com