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1、Manager, Customer Care职位描述职位识别信息职位名称Manager, Customer Care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Sr. VP, Contact Center Operation汇报职位直接下级职位Customer Care Officer; Retention Officer人员管理权限薪酬无 建议权 决定权直接下级人数8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酒店、航空公司、电讯运营商、公司客户受到职位影响的外
2、部机构酒店、航空公司、电讯运营商、公司客户任职资格教育程度Graduate with business or hospitality related degree专业方向Operation management in contact center industry工作经验 More than 5 years Contact Centre Operation experience, 2 of which in managerial or senior supervisory role preferably in foreign MNCs行业经验Contact center培训经历核心能力 客户导
3、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 achieve and exceed customer satisfaction targets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 To formulate customer commu
4、nication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. Full Senior management assessment战术层面 To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advice on exte
5、rnal sales and service policies To lead a team in performing mystery shoppers programs To lead a team in constantly review customer feedback and improve internal process effectiveness To effectively manage and resolve customer complaints from internal and external channels To plan and implement continuous improvement mechanism such as COPC All KPIs on customer care Internal customer satisfaction External customer satisfaction操作层面管理类 参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及激励高效团队 负责部门日常工作管理，监督检查本部门人员遵章守纪及工作落实情况 解决部门内工作协调和人员沟通，营造良好工作氛围全部部分内部满意度新员工试用期流失率