Customer Operations Department-Service Management- Hangzhou

1. Understand the core goals of business strategy and services, and be able to interpret them step by step , multi-dimensional data analysis, team personnel situation and original voice analysis, formulate team target strategies and implement them 2. Able to establish a complete daily monitoring mechanism and operation analysis system, improve the overall service results of the team through refined operations, and ensure that operational risks can be avoided. 3. Combined with the development direction of the business and the organization, formulate and implement strategies for personnel selection, recruitment and retention, and do a good job in daily management of the team, scheduling and attendance, efficiency control, communication and coaching of personnel, and performance management. 4. Based on the pain points of customer experience, we can analyze the original voice of users, review the problem, and collaborate with related business parties to promote the improvement and resolution of the problem. ,Professional capabilities 1. Service center professional capabilities: Have a full-link perspective of the call center, be good at resource management, and be able to effectively follow up on special indicators such as on-site management and shift management 2. Business goal analysis and achievement capabilities: familiarity/understanding The underlying business logic can effectively decompose the goals and formulate effective strategies to ensure the achievement of the goals. 3. Team management ability: Have experience in team management and be able to build echelons and promote organizational culture and personnel growth. 4. Those with Internet service management experience are preferred, have a very good perception of consumers, and can constantly think about how to bring surprising services to customers General abilities 1. Project management and collaboration skills: use specialized methods and methods in daily project activities , the needs and expectations that enable the project to achieve or exceed project objectives. 2. Data analysis ability: Through data analysis, we can observe, distinguish, analyze and sort out the problems or scenarios encountered in the business, and can effectively locate core problems and causes or discover valuable opportunities for business improvement and optimization.