Customer Service Operation Manager

About HONORdhHONOR is a leading global provider of smart devices. It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR’s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves.For more information, please visit HONOR online at https://www.hihonor.com/fr/Privacy notice for FR: https://agreement.itsec.hihonor.com/asm/agrFile/getHtmlFile?agrNo=1346&country=fr&branchId=0&langCode=fr-frPosition: Customer Service Operation ManagerJob location: 26th July street, Touristic Zone, 6th of October, Giza, Egypt.WHERE YOUR EXPERTISE IS NEEDEDUse call center management methodology to manage BPO and push it improve.Resolve customer issues Including not limited to technical\ecommerce\logistics\finance\return escalated from BPO by communicate with/push different department of Honor.Output guidance and training BPO to improve their skill.Lead some key projects and create the process and output the operation guidance/procedure.Monitor KPIs such as SL, FCR, NSAT, pending case close rate. output the improvement measure to push BPO and the different department of Honor to improve.Analyze customer voice and output the improvement measure on Honor and BPO and make it implemented.Output some reports.WHAT WE ARE LOOKING FORAt least 6 years call center experience. At least 2 years project management experience for managing 30FTE.Good communication skill and be good at pushing other department and supplier to improveBe good at creating PPT and presentation. Be good at excel and call center business data analysis. Be good at creating business report.Self-motivated, Result oriented.Bachelor’s degree or aboveEnglish is mandatory, French will be a plus. Please, send us your resume in English or French.At Honor, we celebrate Diversity&Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills. Please send you CV and cover letter to chengjie@honor.com & francehr@honor.com.