Manager, B2B Sales
2 weeks ago
**Key Accountabilities**:
**Performance monitoring & system management**
- Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
- Manage the service quality & report quality in the local Customer Experience Organization.
- Maintain IVR greeting, and manage adjust the phone routing flows.
- Proactively input to improve the scorecard of Customer Experience employees.
- Manage FSR system as local FSR representative.
**Planning & Process innovation**
- Create, implement, and develop effective customer service procedures, policies, and standards.
- Customize the services and automate process to optimize and improve work efficiencyB2B SOPs representative: represent B2B Head in country SOP Committee & to work with B2B Managers to build/revise/update B2B SOPs & work instruction.
- Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
- Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.
**Project Management**
- Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
- Supervise the project progress, together with the cross-department & Regional team.
- Provide project evaluation (if any)
**Others**
- Assist the B2B deputy head in daily team management & reporting.
- Other ad-hoc assigned by B2B deputy head
**Key Requirements**:
**Skills**:
- Analytical ability to understand and interpret data for a range of audiences.
- Solid project management skills with an ability to be flexible when required.
- Strong numeracy skills with some experience of managing services performance.
- An ability to prioritize workloads and juggle competing demands.
- Faultless planning skills including deep understanding of the planning consent process.
- Problem solving & project management
**Experience**:
- From 5 years of CS managing experience in MNC companies.
- Extensive experience of the planning process from preparation and submission to consent and appeal.
- Analytical track record for using and translating data for proposal planning purposes.
- Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
- Skillful in planning and data analytics.
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