Job Description 1.Oversee the operational management and capability development of pre-sales and after-sales customer service in the contact center. Ensure service quality, operational efficiency, customer satisfaction, and sales conversion targets are consistently met. 2.Manage and supervise external suppliers to ensure adherence to contractual standards and operational requirements. Responsible for performance evaluations, acceptance checks, rewards and penalties, and compliance risk mitigation. 3.Monitor key operational metrics and apply PDCA, Six Sigma, and other methodologies to conduct root cause analysis. Develop and implement actionable improvement plans across service, e-commerce, logistics, and technical departments. 4.Lead the collection, measurement, and monitoring of operational data, ensuring accuracy and reliability. Continuously optimize forecasting and scheduling to enhance overall operational efficiency. 5.Provide end-to-end business support for new product launches and major e-commerce campaigns, including customer service readiness for new business and channels. Job requirements Bachelor or Master Degree in Engineering, Science, Computer Science or Technology. More than 3 year&aposs Team Leader working experience in a call center of consumer electronic product manufacturers, operators, or banks as preferable Operating system: Proficient in using browsers such as Chrome/IE and core Office software (Excel/PPT) Product knowledge Familiar with the basic operation of mobile phones or other electronic products Excellent listening, speaking, reading, and writing skills in the service language Good communication skills, the ability to handle user problems, having empathy, and being a good listener Proficiency in English and Chinese Show more Show less