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1、精品文档，值得拥有职位描述文件职位识别信息职位名称Assistant Manager, Operations所属部门Contact Center职位编号CCSZ0010所在城市SZ工作地点Contact Center出差要求 无偶尔经常常驻版本号V1.0生效日期2005 年 6 月 15 日工作网络关系直接上级职位Manager, Operations汇报职位直接下级职位Lead Travel Consultant,薪无 建议权 决定权Travel Consultants酬人员直接下级人数绩无 建议权 决定权管理效权限直接管辖团队配无 建议权 决定权备业务指导职位Sr. VP, Contact
2、 Center; General Managers of other departments对职位产生影受到职位影响的外部机响的外部机构构任职资格教育程度Graduate专业方向business or social science related? 4 year or above in CustomerCare or Call Centre工作经验Operation experience in行业经验which 1 year should be insupervisory or above? Control培训经历管理技能? Planning? Delegation? Coordination
3、? Customer Care or Call? Communication专业技能Centre Operation通用技能? Leadership and peopleexperiencemanagement职位目的与职责职位目的 （存在的理由， 限制和目标）To lead a sizable contact centre operation, e-sales or corporate sales team to support efficient operations of the contact center as well as various business lines of th
4、e company as a whole.1 / 2精品文档，值得拥有责任级别职责范围（全部 /(名称、定义、该职责所要达到的结果/目标 )部分 /协助）?To deal with and resolve anycustomers complaints and ensuretheir satisfaction level.?To recruit, retain and developquality staff and minimize generalattrition rate?To monitor staff performance andconduct 1-on-1 coaching?To
5、 provide constant on-the-jobtrainings and ensure the quality ofstaff.业?To foster a customer care culture务Operationaland encourage two-way and openAlllevel类communications.?To give recommendation to improveand streamline process flow andin-house policies?To identify and develop potentialleaders to cope with ongoingbusiness growth?To foreseen any potentialoperational risks and execute anypreventive actions?To work with RM team for anymanpower plan and movement衡量标准(数量、质量 )? KPIs of pre-set sales and services? Internal customer satisfaction? External customer satisfaction? Staff attrition2 / 2