电讯盈科 诚聘
发布日期：2004年04月13日
有效期：30天
电讯盈科 （香港联交所上市代号：0008；纽约证券交易所预托证券代号：PCW）是盈科拓展集团在香港上市的科技旗舰，也是亚洲领先的综合通讯公司之一。
该公司凭籍在香港市场的领导地位，着重在亚太区发挥各个主要业务单位与业务伙伴的协同效益，并秉承以客为尊的信念，致力客户带来一应俱全的组合服务，从而增加股东回报。电讯盈科之主要业务为：综合电讯服务、宽频方案服务、流动及网络接驳服务、窄频及互动宽频服务（互联网服务）、商企电贸方案服务、数据中心及相关的基建业务等。
招聘职位：人力资源主管 工作地点: 北京
电邮: Luie.QL.Lu@pccw.com
传真:(86-20) 8135 1920
职位描述：
工作摘要
负责招募，薪资，福利，劳资雇用关系，人力资统计资料制作，及客户服务及电话行销之训练.
主要职责:
招募
· 配合公司业务要求(成本，品质，时间)，以创新及有效的方法招募全职／短期／兼职的客服组长及客服人员，本土化及不断加强甄选的测验方法训练
· 本土化及不断加强训练方法，提供所有员工之训练教材，包括公司介绍，客户服务，电话行销，在线辅导，监督，品质保证，角色扮演，系统操作及其它客服部所需的基本技能与客户的专案训练.
· 发展及维护记录技能及专业的数据库，并与相关的资深经理人事先讨论客服部员工的职涯规划及训练需求.
· 与总经理，其它管理阶层及香港电讯的人力资源部门取得共识，以发展培养训练师之课程与提供管理及员工成长之课程给管理及行政人员
行政管理/其它
· 根据对本土市场之认识及香港电讯Teleservices 人事部门之意见，向总经理提出与绩效结合之薪酬制度和符合成本效益及市场竞争优势之福利
· 与客服主管商议以落实本土化及不断地加强人力资源手册及相关的操作手册
· 以专业及机密的方式，保持及维护人事及绩效相关数据与记录
· 基于香港电讯及地区的人事意见与自己的知识，负责确保人事政策及规定是符合法令需求及遵照内部管理规章及人事规则
· 负责薪资／福利／请假管理及维护与加强薪资作业流程和薪资系统.
· 经资深的管理同仁的指导与建议，以设计执行与管理内部沟通，员工关系，劳资关系，员工激励，个人认同感及员工福利
职务条件
· 大学以上至少有三年之招募与训练经验
· 熟悉北京地区之劳动条件及法令规定
· 自我督促，果断及结果导向
· 分析能力强及良好的业务知识
· 擅沟通技巧及中英文听说写流利
·Job Title: Deputy Call Center Manager (Reference Code:
F669)
·Work Location: Shanghai Beijing
·Email: Luie.QL.Lu@pccw.com
·Fax: (86-20) 8135 1920
JOB SUMMARY
Manage the call center operation by meeting the quality, performance,
productivity and costs control objectives. Oversee the implementation
and operation of customer service enquiry and, telesales/telemarketing
services.
MAJOR RESPONSIBILITIES
· To plan, manage and control the operations of the
Call Center so as to achieve the service and cost targets in an
efficient and effective manner.
· To ensure Call Centre resources are best utilized
in meeting the service targets
· To manage the overall quality, performance, and
productivity of assigned programme.
· To design and develop best-in-class work procedures
and practices and ensure that they are well-implemented
· To proactive plan for any potential threats and
crisis and exercise preventive actions in order to maintain smooth
operation.
· To develop a highly motivated, productive and professional
customer service team.
· To recruit, train up call centre personnel &
effectively manage staff turnover and foster good team spirit.
· To foster service-oriented culture and maintain
ambience within call centre
· To set up Key Performance Indicators with relevant
parties and ensure its proper execution.
· To develop and implement Best Practice approaches
within Call Centre.
· To measure customer satisfaction regularly and ensure
those standards are being met.
· To prepare all necessary reports to reflect the
call centre utilization, service level achievements, and quality
level achievements.
· To develop and implement an efficiency staffing
plans to work on various projects
· To manage the implementation of customer projects
REQUIREMENT:
· University Degree holder with at least 5 years’
experience in customer services industry and 2 years in supervisory
level.
· Previous experience in managing a call centre is
an advantage
· Good leadership and people management skill
· Willing to work in a dynamic environment and accept
new idea
· Good team building and interpersonal skills with
ability to communicate effectively with people of all levels
· Good analytical and problem solving skills
· Excellent command in both written and spoken English
and Chinese.
If you have the desire for an exciting and rewarding career,
send us your resume immediately, quoting the reference number,
your present and expected salary via email/fax to Human Resources
Department.
Email: Luie.QL.Lu@pccw.com
Fax: (86-20) 8135 1920
PCCW is an equal opportunity employer
and welcomes applications from all qualified candidates. Information
provided will be treated in strict confidence and will only be
used for recruitment-related purposes. Personal data provided
by job applicants will be used strictly in accordance with the
employer’s personal data policies, a copy of which will be provided
immediately upon request.
www.pccw.com
联系方式：
Email: Luie.QL.Lu@pccw.com
Fax: (86-20) 8135 1920
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