Вакансія Hotline manager

The Huawei Hot-line Management organization is responsible for managing a portfolio of vendor partners, delivering outsourced technical support, by Voice, E-Mail and Chat support to Huawei's customers.

Key Qualifications

Customer & Technical focus: address the customer impact of all activities while driving to ensure the highest possible technical abilities for advisors at our vendor partners.
Communication & Partnership: establish and maintain strong working relationships with Vendor Partners, Training, CSE, CHR, other internal teams to address cross-functional interdependencies, process alignment and improvement. Communicate concisely and clearly both orally and in written form; show courage and good judgment in addressing areas of conflict or ambiguity with a view to bolstering relationships and trust in the process.
Results focused: meet commitments and drive closure of open actions. Provide regular status updates to stakeholders including Partner Operations Manager and Vendor Manager peers. Collaborate with QA team to understand root causes of performance challenges and deliver concise direction to vendor site management. Question 'business as usual' as an appropriate status quo, and thrive on the challenge of change.
Decision-making: make decisions in a timely manner, sometimes with incomplete information and with areas of ambiguity - under tight deadlines. Be open to developing a deep organizational knowledge and demonstrate a willingness to integrate multiple points of view into the decision making process; bring a rigorous understanding of data to the process, and have the courage to stand your ground and the flexibility to accept a differing outcome from your first choice as something you can give your fullest support to.
Strong project management skills: accurately scope out length and difficulty of tasks and projects. Set objectives and goals for yourself that support the success of your sites. Anticipate and adjust for problems and roadblocks - and be an active communicator in flagging those to all concerned. Measure performance against goals. Evaluate results and hold yourself and others accountable.
Fluency in verbal and written English expression.

Description

1. In the role, you will create and manage business relationships with our vendor partners to implement support solutions for our customers. You will be responsible for partner performance.You will communicate and gain agreement on mutual goals and objectives and build awareness and support of overall strategic benefits of the alliance. You will maintain a collaborative dialogue with the Partner Operations Manager & vendor manager peers to review the effectiveness of the overall relationship, specific lines of business, site management and structure.

2. The role provides for feedback to the Partner Operations Manager in reviewing the overall performance and strength of vendor partners you are responsible for. This, in turn, will enable the team to assess the landscape of all partners in the region with a view to understanding cost, quality, best practice and scalability across the partner portfolio.

3. To succeed you will need to work collaboratively with both internal and external stakeholders to identify and implement initiatives to improve productivity and quality; engage as a leader to drive a results-oriented Root Cause Analysis problem-solving approach to quality improvement with the QA team.

4. Being on site with our partners is key to your success, and you will be required to travel both in support of routine operations and special systems, tools, and product launch support on a routine basis.

Success in the role will be determined by:
• Delivering results at or above target at partner sites across the Huawei Worldwide Contact Centre key metrics including Customer Satisfaction, AHT, Service Level, NSS.
• Ensuring readiness at vendor sites that deliver the required resources, appropriately trained and available for calls in line with Huawei Worldwide and regional planning
• Strong, collaborative communication and partnership with vendor partners, internal stakeholders and Huawei country Service management team
• A willing and active participation in the global team to drive consistencies and share or adopt best practices