职位描述营运助理经理.docx

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1、精品文档，值得拥有职位描述文件职位识别信息职位名称AssistantManager,Operations所属部门ContactCenter职位编号CCSZ0010所在城市SZ工作地点ContactCenter出差要求□无□偶尔□经常□常驻版本号V1.0生效日期2005年6月15日工作网络关系直接上级职位Manager,Operations汇报职位直接下级职位LeadTravelConsultant,薪□无□建议权□决定权TravelConsultants酬人员直接下级人数绩□无□建议权□决定权管理效权限直接管辖团队配□无□建议权□决定权备业务指导职位Sr.VP,ContactC

2、enter;GeneralManagersofotherdepartments对职位产生影受到职位影响的外部机响的外部机构构任职资格教育程度Graduate专业方向businessorsocialsciencerelated?4yearoraboveinCustomerCareorCallCentre工作经验Operationexperiencein行业经验which1yearshouldbeinsupervisoryorabove?Control培训经历管理技能?Planning?Delegation?Coordination?CustomerCareorCall?Commu

3、nication专业技能CentreOperation通用技能?Leadershipandpeopleexperiencemanagement职位目的与职责职位目的（存在的理由，限制和目标）Toleadasizablecontactcentreoperation,e-salesorcorporatesalesteamtosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.1/2精品文档，值得拥有责任级别职责范围（全部/(名称、定义、该职责所要达

4、到的结果/目标)部分/协助）?Todealwithandresolveanycustomerscomplaintsandensuretheirsatisfactionlevel.?Torecruit,retainanddevelopqualitystaffandminimizegeneralattritionrate?Tomonitorstaffperformanceandconduct1-on-1coaching?Toprovideconstanton-the-jobtrainingsandensurethequalityofstaff.业?Tofosteracustomer

5、careculture务Operationalandencouragetwo-wayandopenAlllevel类communications.?Togiverecommendationtoimproveandstreamlineprocessflowandin-housepolicies?Toidentifyanddeveloppotentialleaderstocopewithongoingbusinessgrowth?Toforeseenanypotentialoperationalrisksandexecuteanypreventiveactions?Toworkwi

6、thRMteamforanymanpowerplanandmovement衡量标准(数量、质量)?KPIsofpre-setsalesandservices?Internalcustomersatisfaction?Externalcustomersatisfaction?Staffattrition2/2