Essential Duties and Capabilities
• Manage Online Technical Support Operational activities to achieve target output and quality metrics.
• Ensure proper staffing levels by implementing staffing model tools/processes. Implement rigorous agent training programs to achieve customer success.
• Analyze and identify opportunities to improve the customer experience by examining trends in team productivity, knowledge and profitability based on call center analytics. Drive performance to exceed goals.
• Sustain the superior customer experience from phone and WeChat by developing innovative and differentiated approaches.
• Foster close working relationships with peers across the organization to maintain expert knowledge in the day-to-day business.
• Innovation in learning new technology and adopting into daily operations.
• Regional and worldwide key project leadership and participation

Internal Qualifications Search
• Bachelors or master’s degree or University Degree.
• Minimum 5 years customer service experience with a strong understanding of support processes and tools is preferred for this role.
• Customer Service management experience considered a strength
• Hands-on experience with online technical support workflows and technology
• Proficient in Agilent core products relative knowledge and familiar with chemical analytical and life science industry.
• Possesses strong collaboration and teamwork skills
• Demonstrate the ability to develop creative solutions and leverage new technology to solve business challenges
• Experience with mentoring and coaching for performance
• Excellent communication skills
• Proactively working style, self-motivation
• Strong customer service conscious to identify possible solutions/opportunities based on customer feedback
• Be willing to do challenge job and strong learning ability
• Demonstrated Agilent values with uncompromising integrity

上海/成都