呼叫中心系統(tǒng)的管理需要什么標(biāo)準？

Compared with other organizations, the operation of call centers has a greater impact on employees' lives and work. A good boss can be a friend, a mentor and the closest manager. At the same time, the director also has a series of responsibilities related to call center management. As a voice calling center, the responsibility is at least in the following aspects:

1、直接團隊成員的人事問題；

1, directly solve the personnel problems of team members;

2、監(jiān)控通話及指導(dǎo)坐席人員

2. Monitor the call and guide the seats.

3、培訓(xùn)新員工；

3, training new staff;

4、管理團隊成員的工作時間表；

4. Management team members' work schedules;

5、面試候選人；

5, interview candidates;

6、進行績效評價；

6, performance evaluation;

7、組織小組會議；

7. Organize group meetings;

8、為工作人員及管理層創(chuàng)建績效報告；

8, create performance reports for staff and management.

相比之下，無能的主管讓員工感到困惑、折磨和沮喪。要為團隊工作增添有趣的動態(tài)精神，這就很容易理解為什么有的呼叫中心員工更希望一個人呆著了。

By contrast, incompetent executives make employees feel confused, tortured and depressed. To add an interesting dynamic to team work, it's easy to understand why some call center employees prefer to be alone.

1、盡管就某個問題有不同的意見，但是有權(quán)在情感上支持團隊成員

1, despite having different opinions on a problem, it has the right to support the team members emotionally.

2、有權(quán)批評某種想法，但是無權(quán)批評某個人；

2. The right to criticize an idea, but have no right to criticize a person.

3、有權(quán)說出自己的想法，不管他人是否贊同我們的觀點

3. We have the right to speak our minds, whether or not others agree with us.

4、沖突總會發(fā)生，但是我們要善于從中學(xué)習(xí)；

4, conflicts always happen, but we must learn to learn from them.

5、有權(quán)期待新成員加入并處理沖突；

5, the right to expect new members to join and deal with conflicts;

6、期待成員加入并深度參與

6, expect members to join and participate deeply.

7、認為所有人都是平等的，沒有誰的想法比別人的更重要，都將經(jīng)受同樣的檢驗

7. Believing that all men are equal, no one's ideas are more important than others, and will be tested the same way

8、希望成員不要在團隊內(nèi)部帶有“權(quán)力”意識（比如地位和頭銜）；

8, I hope members do not have a sense of power (such as status and title) within the team.

9、有權(quán)表達自己的情感，而不是由別人告訴我們“應(yīng)該”有怎樣的感受

9, have the right to express their feelings, rather than being told how we should feel.

10、這個過程需要很長的時間，我們有偶爾犯錯誤的權(quán)利。

10, this process takes a long time. We have the right to make mistakes occasionally.

11、協(xié)作危害。在全球市場中，合作是所有取得成功的組織的重要組成部分。但是的主管必須要注意它的一些隱患。一成不變的合作是有問題的，它是個性、進步、多樣性和變化的克星。

11, collaboration hazards. In the global market, cooperation is an important part of all successful organizations. But a good supervisor must pay attention to some hidden dangers. Constant cooperation is problematic. It is the nemesis of individuality, progress, diversity and change.

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