OPPO Europe Contact Center Manager - Bucharest

Employer: OPPO Romania
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 05.12.2020
    Short company description

    A global pioneer in technology innovation,OPPO provides cutting-edge devices and services to empower users in an intelligently connected future. OPPO has expanded its business presence to more than 40 countries and regions, with over 400,000 sales outlets worldwide.

    With nine Intelligent Manufacturing Centers, six Research Divisions, four R&D Centers and a London-based Global Design Center, OPPO has more than 40,000 employees around the world.

    Requirements

    1. Work experience as Contact Center Manager/Supervisor for 3 years and above.
    2. Ability to speak more European languages is a plus.
    3. Have good knowledge of Contact Center workflows. Familiar with the Contact Center Management Systems, such as shift arrangement, quality, training, operation and supervision of the centers, establish the framework of quality and performance efficiency of the operation.
    4. Strong leadership. Able to coordinate among different teams and Contact Center positions.
    5. Strong data analysis ability.
    6. Excellent communication skills.
    7. Good psychological tactics and deep dedication to work, willing to understand responsibility and pressure.
    8. Working place: OPPO Romania office and need to travel within Europe countries.

    Responsibilities

    1. Main contact window with OPPO HQ regarding service strategy, KPI management and assessment policy, complaint and accidents handling, etc.
    2. Responsible for the performance of OPPO Europe Contact Centers. Manage outsourced and locally built Contact Centers. Make them self-sustaining through a standardized approach and workflow.
    3. Submit operational, quality, and VOC reports.
    4. Lead meetings with supporting teams and others related personnel to ensure all functions are performed.
    5. Manage urgent cases, including handling CC related complaint cases, monitoring in-time for all complaint and accidents handling.

    Other info

    A global pioneer in technology innovation, OPPO provides cutting-edge devices and services to empower users in an intelligently connected future. OPPO has expanded its business presence to more than 40 countries and regions, with over 400,000 sales outlets worldwide. With nine Intelligent Manufacturing Centers, six Research Divisions, four R&D Centers and a London-based Global Design Center, OPPO has more than 40,000 employees around the world. OPPO was awarded as “Most Respected Chinese Company” by in 2018 for the third consecutive year and was also included on Boston Consulting Group’ s“ 2018 BCG Global Challengers” list. Also in 2018, OPPO received the Canstar Blue “Most Satisfied Customers” award for the second year in a row. In 2019, OPPO earned a spot on the “Top 50 Chinese Global Brands” ranking by BrandZTM, the leading global authority on brand power. In keeping with the brand ethos of letting “extraordinary people experience the beauty of technology”, OPPO is dedicated to driving a convergence of innovative technology and artistic design. This synergistic approach allows the company to offer beautifully-designed technology products to valued customers around the world.