流程改进顾问岗位职责样本.doc

步骤改善顾问职位描述文件
职位识别信息
职位名称
Process Consultant
所属部门
Contact Center
职位编号

所在城市

工作地点
Contact Center
出差要求
□无□偶然□常常□常驻
版本号
V1.0
生效日期

工作网络关系
直接上级职位
Manager, Quality Assurance
汇报职位

直接下级职位

人员管理权限
薪酬
□无□提议权 □决定权
直接下级人数

绩效
□无 □提议权 □决定权
直接管辖团体

配置
□无 □提议权 □决定权
业务指导职位
Sr. VP, Contact Center; General Managers of other departments
对职位产生影响外部机构

受到职位影响外部机构

任职资格
教育程度
Graduate
专业方向
operation research, statistic or mathematics
工作经验
• 1 year or above in Customer Care or Call Centre Operation experience
行业经验

培训经历

管理技能
• Control
• Planning
• Delegation
• Coordination
专业技能
• Logistics management & operation preferably in PRC travel industry
通用技能

• Communication
• Leadership and people management

职位目标和职责
职位目标（存在理由，限制和目标）
To design end-to-end business and operation processes in an effective and efficient way 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、该职责所要达成结果/目标)
责任等级
（全部/部分/帮助）
衡量标准
(数量、质量)
业务类
Operational level
• To develop and adopt advanced process mapping model for sake to enhance the process development effectiveness.
• To recommend and consistently review KPI and service metrics in order to ensure its appropriateness and align with business objectives.
• To work with others departments for identification of any process flaws and ensure the Non-value-added process being eliminated.
• To monitor process performance and recommend actions to improve process effectiveness
All

• KPIs for operation processe design
• Internal customer satisfaction
• External customer satisfaction
• Staff attrition