职位要求与描述：
PROFILE: § At least Management bachelor degree § Fluent spoken & written English, French is a plus § Background in Information Technology is a plus, but not necessary § 2 or 3 years experience with Call center and Helpdesk management § Ability to build and maintain strong client/customer relationships § Good listening & communication skills for effective collaboration § Good resistance to stress § Good project management ability with good coordination skills § Chinese nationality LOCATION: You will locate in Shanghai and be able to travel among between Asia/world wide offices The position provides good and fast career development opportunities for high potentials. If you are a sports lover and would like to develop your career with your sports interests together,
要 求： MISSION: You will be responsible for the daily running and management of our Asia call center. § Open a Call Center that will help our IT team to support all Decathlon business across Asia § Integrate the Call Center with the rest of the organization, capture 100% of the incidents § Make the right investment in people to ensure effective execution of the call center service § Recruit agents and put in place the “Contact and Solution Center” (x10 seats) § Develop agent with experience adapted to customer context (retailing, production, logistic, supply) § Build the agents’ Will and Skills § Choose the right infrastructure, select the right geographic location, outsource when appropriate, put in place optimal network and use technology wisely (IP telephony) § Segment inbound calls and direct each incident to an appropriate agent § Guarantee the rigorous management of our SLA, decreasing the average resolution lead-time § Develop effective coaches that will monitor and share best-practices with agents § Manage performances and govern the financial and economic reporting
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