Performance management: Manage a team size of 400+ members to support Amazon 3rd Sellers by phone/email/chat technical support, and achieve both team and individual performance goals, like PRR, PCP, AHT and etc.People management: Responsible for hiring, training, coaching and team building, and help the team members to get further development in company.Project management: Lead projects to better support performance and people management as well as process improvements.

Manage 2 teams with around 70 members and 4 supervisors, to ensure to achieve all the KPI targets: FCR, CSAT, SLA, Occupancy, QA, Attrition, etc.Work with clients to seek and fulfill their requests, and conduct WBR & QBR meeting.Responsible for call center daily operation, project implementation, procedure optimization, recruitment, training, quality assurance and supervisor coaching.Assist manager to control cost and achieve project revenue and gross margin target.