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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职位编号工作地点版本号V1.0工作网络关系直接上级职位Sr. VP, Contact CenterOperation直接下级职位Customer Care Officer;Retention Officer直接下级人数8直接管辖团队业务指导职位对职位产生影酒店、航空公司、 电讯运营响的外部机构商、公司客户任职资格教育程度Graduate with business orhospitality related degree? More than 5 yearsContact Cen
2、tre Operationexperience, 2 of which in工作经验managerial or seniorsupervisory rolepreferably in foreignMNCs培训经历所属部Contact Center门所在城市出差要无偶尔经常常驻求生效日期汇报职位人薪无建议权决定权员酬管绩无建议权决定权理效权配无建议权决定权限备受到职位酒店、航空公司、 电讯运营商、影响的外公司客户部机构Operation management in专业方向contact center industry行业经验Contact center? 客户导向? 精诚协作? 积极进取核心能
3、力? 立足创新? 求真务实? 敬业诚信通用能力职位目的与职责职位目的 （存在的理由， 限制和目标）? 组织认知? 个人管理? 绩效导向? 客户服务? 可靠性? 业务知识? 口头沟通? 系统运用? 书面沟通? 销售技巧? 人际交往专业能力? 谈判能力? 效率导向? 质量导向? 领导力? 投诉处理? 团队管理? 知识管理? 员工管理? 分析 /解决问题? 计划能力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 )责任级别衡量标准（全部 /部(数量、质量 )分 /协助）战略层面业务类战术层面操作
4、层面管理类? Toformulatecustomercommunication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target.? To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advice on external s
5、ales and service policies? To lead a team in performing mystery shoppers programs? To lead a team in constantly review customer feedback andimprove internal process effectiveness? To effectively manage and resolve customer complaints from internal and external channels? To plan and implement continuous improvement mechanism such asCOPC? 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? Senior? Fullmanagement assessment? KPIsoncustomer care? Internalcustomer? Allsatisfaction? External customer satisfaction内部满意度全部新员工试用期流部分失率3 / 3