AssistantManager岗位说明书汇编6.docx

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1、AssistantVicePresident/SeniorManager,Operations职位描述职位识别信息AssistantVice职位名称President/SeniorManager,Operations职位编号工作地点版本号V1.0工作网络关系直接上级职VicePresident,Operation位Manager,Operations;直接下级职TicketingManager,位CentreOperation直接下级人3数直接管辖团3队业务指导职位对职位产生影响的外部电信运营商、公司客户机构任职资格本科或以上,preferablewith教育程度MBA

2、10yearsoraboveofContactCentreOperation工作经验inwhich5yearsshouldbeinseniormanagerialrole培训经历所属部门contact-center所在城市出差要求□无■偶尔□经常□常驻生效日期汇报职位薪酬□无■建议权□决定权人员管理绩效□无■建议权□决定权权限配备□无■建议权□决定权受到职位影响的外部机电信运营商、公司客户构专业方向KnowledgeinsalesandServiceManagement,ProcessImprovement,行业经验ContactCentreTechnologyand

3、CRM,preferablyinforeignMNC?客户导向?精诚协作?积极进取核心能力?立足创新?求真务实?敬业诚信?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?销售技巧通用能力?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?计划能力职位目的与职责职位目的（存Toformulatecustomerservicesandsalesstrategyastoeffectivelyallocate在的理由，限resourcestosupportefficientop

4、erationsofthecontactcenteraswellasvarious制和目标）businesslinesofthecompanyasawhole.职责范围责任级别衡量标准(名称、定义、该职责所要达到的结果/目标)（全部/部分/协助）(数量、质量)业战略层务面类战术层面操作层?Toprepare,approveandcloselymonitordepartmentoperatingbudgetandexpenses；?TocollaboratewithResourceManagementTeaminordertoaccurateforeseenthehum

5、anresourcesrequiremen；?TobuildupandfostercustomerserviceandsalesToestablishawinningteamwhichconsistsofCallCentre,e-serviceoperationandcorporateaccountsservicingwithinitialstaffsizeofover?.KPIsfor400effectively?Toleadandmotivateteams,allocatingmonitorperformanceandresources.workwithbuddyt

6、eamsto?All?.Externalcontinuouslyimproveworkcustomerprocess,policiesandsatisfactionprocedures；?Staff?Toretaingrowanddevelopattritioncompetentteammembersinordertocopewithfuturebusinessexpansionandindividualcareerdevelopment；?Toplanandforeseenanypotentialbusinessandoperationrisks,initiatefo

7、rwardactiontoprotectcompanyinterest?Toplanandimplementcontinuousimprovementmechanism.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??内部满意度全部新员工试用期部分流失率3/3