运营助理岗位说明书模板.doc

运营助理岗位说明书

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职位描述文件
职位识别信息
职位名称
Operation Officer
所属部门
Contact Center
职位编号

所在城市

工作地点

出差要求
□无□偶然□经常□常驻
版本号
V1.0
生效日期
6月15日
工作网络关系
直接上级职位
VP, operation
汇报职位

直接下级职位
Nil
人员管理权限
薪酬
□无□建议权 □决定权
直接下级人数
0
绩效
□无 □建议权 □决定权
直接管辖团队
0
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

受到职位影响的外部机构

任职资格
教育程度
University or above
专业方向
Business or English related
工作经验
• 1 year administration or secretarial support preferably in foreign MNC
行业经验
· Microsoft Office and Translation
培训经历

管理技能
• Leadership Skill
专业技能
• Microsoft Office and Translation, Excellent English communication and writing skill
通用技能

• Communication
• Team Work
• Positive Working Attitude
• Willing to Work Under Pressure

职位目的与职责
职位目的( 存在的理由, 限制和目标)
To provide administrative and translation 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
Operational level
· To prepare and monitor the implementation of all operational policies and procedures and act as central focal point.
· To consolidate all related operational management reports for VP, Operation and senior operation management team, which include regular sales, service and customer complaints and satisfaction survey.
· To built up business model / operational matrix and analyze for upcoming trends and alert senior management on red flag events
· To maintain a internal database for all related performance reports and benchmarking reports
· To monitor operating expenses, staff attrition and performance reports
· To act as central point for all operational MIS, performance, sales and customer satisfaction report maintenance.
· To act as the focal point and communication officer of Operation Branch/Department

All

• KPIs for internal admin support
• Internal customer satisfaction
• External customer satisfaction