AssistantManager岗位说明书汇编8.docx

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1、Manager,ResourceManagement职位描述职位识别信息职位名称Manager,Resource所属部门ContactCenterManagement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,Operation汇报职位LeadResourceController,薪直接下级职位ResourceController&Staff□无■建议权□决定权酬CommunicationOfficer人员直接下级人数3管理绩□无■建议权□决定权权限效直接管辖团队配□无■建议权□

2、决定权备业务指导职位对职位产生影受到职位影学校、人才服务中介响的外部机学校、人才服务中介响的外部机构构任职资格教育程度Graduate专业方向businessorservicemarketingrelatedfield?5yearsoraboveinCustomerCareorCallCentreOperation工作经验experienceinwhich2行业经验yearsshouldbeinmanagerialroleorsupervisoryposition?客户导向?精诚协作培训经历核心能力?积极进取?立足创新?求真务实?敬业诚信通用能力

3、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Tomanagetheresourcecontrollingsectionstosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.责任级别职责范围

4、（全部/衡量标准(名称、定义、该职责所要达到的结果/目标)部分/协(数量、质量)助）战略层面业务战术层面类?Toformulateresourcemanagementplanandprocedures,spike?KPIsformanagement&internalriskproductandmanagementplanastoeffectivelyPRallocateresourcesandachievedepartmentsrevenueandcustomersatisfaction?KPIsfortarget.internal?Toset

5、upexternalrisksmonitoringadminsystemandfeedbackanyoutbreaksupportofnaturaldisastersand/ormajor?All?InternalfataltrafficaccidenttoproductandcustomerPRdepartmentssatisfaction?Toleadandworkwithfellowteams?Externalinordertoaccurateforeseenthecustomerhumanresourcesrequirementandsa

6、tisfactioncollaboratewithHRrecruitmentfor?Stafftheconsistentsupplyofqualityattritionhumanresources?操作层面管理类?Todirectateaminmanagingthestaffmovementinordertocopewithactualincomingtraffic?KPIsfor?TosetupandmanageacentralizedproductandcalltrafficandresourcemanagementPRsystemwhic

7、hcoversSZHQ,HKdepartmentsCallCentreandotherextension?KPIsforarmsinnearfutureinternal?Toleadandmotivateteams,monitoradminperformanceandworkwithbuddy?Allsupportteamstocontinuouslyimprovework?Internalprocess,policiesandprocedures.customer?Toretaingrowanddevelopsatisfactioncompet

8、entteammembersinorderto?Externalcopewithfuturebusinessexpansioncusto