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1、Process Consultant职位描述职位识别信息职位名称Process Consultant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Manager, Quality Assurance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operation rese
2、arch, statistic or mathematics工作经验 1 year 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 design end-to
3、-end business and operation processes in an effective and efficient way 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 develop and adopt advanced process mapping mo
4、del for sake to enhance the process development effectiveness. To recommend and consistently review KPI and service metrics in order to ensure its appropriateness and align with business objectives. To work with others departments for identification of any process flaws and ensure the Non-value-added process being eliminated. To monitor process performance and recommend actions to improve process effectivenessAll KPIs for operation processe design Internal customer satisfaction External customer satisfaction Staff attrition 管理类