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1. At least 5 ~ 8 years of Call Center service delivery experience in a professional environment or equivalent, 4 years at the supervision or management level. 2. Bachelor’s degree or higher in Computer Science, or Information System, or related field. An equivalent combination of education and experience is acceptable. 3. Good people and team management skill. 4. Ability to communicate to technical and non-technical staff in verbal/written form in English. Must be proficient in both Chinese and English. 5. Self-management skills and proactive at taking initiatives and doing work. 6. Familiar with document management and process workflow. 7. Hands-on experience in developing IT policies & procedures. Experience in implementing ITIL, or handling IT audit would be advantageous. 8. Certification with ITIL Fundation and PMP.

Job Description:

1. Service Management: Oversee daily operations, ensuring SLA adherence, proactive issue resolution, and efficient resource allocation. 2. Leadership: Lead recruitment, onboarding, training, performance evaluations, and escalations, fostering a collaborative, user-centric team culture. 3. Stakeholder Engagement: Act as the primary liaison with the Digital Program Manager to align with organizational goals. 4. Compliance and Security: Enforce policies, cybersecurity standards, and ethical practices to uphold service quality. 5. Process Optimization: Develop and refine Work Instructions, SOPs, and knowledge articles to enhance operational efficiency and scalability. 6. Performance Monitoring: Track and report KPIs/SLAs, analyze CSAT data and incident trends, and implement data-driven improvements. 7. Crisis and Change Management: Lead rapid response to critical incidents and manage change initiatives to minimize downtime and ensure service continuity. 8. Innovation: Integrate industry trends (e.g., AI, automation, cloud solutions) to optimize service delivery and user experience. 9. Mentorship: Provide coaching, professional development, and career guidance to support team growth and performance.

工作地點(diǎn)：大連市中山區(qū)人民路15號(hào)國(guó)際金融大廈