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1、Resource Controller职位描述文件职位识别信息职位名称Resource Controller所属部门Contact Center职位编号所在城市工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位Lead Resource Controller, Resource Management汇报职位直接下级职位人员管理权限薪酬无 建议权 决定权直接下级人数绩效无 建议权 决定权直接管辖团队配备无 建议权 决定权业务指导职位对职位产生影响的外部机构学校、人才服务中介受到职位影响的外部机构学校、人才服务中介任职资格教育程度Graduate专业方向aviation
2、or travel preferred工作经验 1 years or above in Customer Care or Call Centre Operation experience行业经验培训经历核心能力 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用能力 组织认知 个人管理 绩效导向 可靠性 口头沟通 书面沟通 人际交往 谈判能力 领导力 团队管理 员工管理 分析/解决问题 计划能力专业能力 客户服务 业务知识 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识管理职位目的与职责职位目的（存在的理由，限制和目标）To assist in formulation of
3、 policies and procedures regarding on the Resource Management functions to support efficient operations of the contact center as well as various business lines of the company as a whole.职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面操作层面 To man the resource management centre and respon
4、sible for staff scheduling, monitor incoming call traffic and allocate resources to tackle with any unexpected spike and trough To monitor the external threats and take proactively action to inform internal depts. As to minimize operating loss, such as any natural disaster, serious flight accidents
5、and so forth To assist Lead Resource Controller, Resource Management to identify and plan for manpower replenishment To execute internal security management functions and ensure the safety and proper functioning of the organizations To assist in formulating, plan and implement any risk management measuresAll KPIs for resource controlling Internal customer satisfaction External customer satisfaction Staff attrition 管理类