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1、VP, Contact Center Operation职位描述职位识别信息职位名称VP, Contact Center Operation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汇报职位直接下级职位Administration Officer, Operation Branch; Manager, Resource Management; Head, Travel Academy; Manager, Quality Assurance;Senior Manage
2、r, SZ Operation人员管理权限薪酬无 建议权 决定权直接下级人数5绩效无 建议权 决定权直接管辖团队5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、电信运营商、公司客户受到职位影响的外部机构酒店、航空公司、电信运营商、公司客户任职资格教育程度Graduate专业方向Senior management in contact center operation 工作经验More than 10 years contact center operation management in MNCs, 5 of which in the PRC market 行业经验
3、Contact center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 cost effectively manage performance and service levels of the contact center so that they are in line with
4、company objectives and expectations to generate revenue and profit.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 develop both staff and processes to maintain a top-class contact center performance and service culture to best serve clients consistently. Full Revenue KPIs achievement战术层
5、面 To be responsible for the day-to-day planning, management and control of the call center operations whilst seeking operational cost savings. To ensure that logistics and details meet requirements for new promotional programs. To ensure a high but cost-effective staff morale and team spirit recogni
6、zing, for example, the need for good staff empathy, communications as well as market pay, breaks, churn, recruitment time and costs, skills and training. To measure call-center operations KPI and seek improvements in these areas against world benchmarks. To be responsible for property needs to cope with expansion needs. All Cost per seat Internal customer satisfaction External customer satisfaction Staff attrition Operational KPI achievements操作层面管理类 参与制定本部门的组织机构、职位编制和职责分工 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