Scope of work and achievements:
Promote the company's digital transformation, carry out big data analysis, group informatization strategic planning, and integration and utilization of cross-departmental resources
1. Improve the operation process of the customer service center of each unit of the administrative headquarters, and improve the efficiency of operation
2. Suggestions on the system and organizational planning of the customer service center of the administrative headquarters and new business development services to improve the professional image of customers and customer satisfaction
3. Policy member CRM management and member website construction, user demand interviews, member marketing marketing plan planning, click-through rate and marketing project effect analysis
4. Introduction to the digital technology service system of the insurance industry:
A. Text customer service, AI intelligent customer service selection import
B. Selection and introduction of CTI call system in customer service center
C. Customer service digital system improvement plan
5. Collect market information and dynamics of the insurance industry, and promote the realization of the internal and company business goals
主職掌為帶領中嘉客服行銷營運中心: 包含數位客服中心,電話行銷中心, 績效暨營運管理服務部
公司營運面主掌:
1. 財務面:
a. 年度預算規劃與掌控
b. 用人和公司支出成本掌控
c. 業務收入和獎金支出掌控
2.行銷服務面: 強化電商Sales & Marketing 的功能,品牌價值的建立並擴大公司品牌效益。
3.管理部 : 人力招募和教育訓練規劃:
a. 選訓育用留,從招募到用人觀察以及汰換,規劃人員職涯發展和晉升制度建立
4. 新舊會員TA經營和效益提升
經營管理範疇以及工作成就:
1.掌握客服中心和電銷sales團隊績效,績效成果:
a.客服接聽率90%
b.客服OB銷售率90%
c.電銷Sales銷售業績達成110%
2.領導管理中心進行電訊寬頻產業資訊分析、績效分析及市場動態搜集