职位描述-Assistant Vice President Senior Manager, Operations.doc

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香港中旅国际投资中央平台人力资源项目 Assistant Vice President/Senior Manager, Operations职位描述职位识别信息职位名称 Assistant Vice President/Senior Manager, Operations 所属部门 contact-center 职位编号所在城市深圳工作地点出差要求 □无■偶尔□经常□常驻版本号 V1.0 生效日期 2005年7月15日工作网络关系直接上级职位 Vice President, Operation 汇报职位直接下级职位 Manager, Operations; Manager, Ticketing Centre Operation 人员管理权限薪酬 □无 ■建议权 □决定权直接下级人数 3 绩效 □无 ■建议权 □决定权直接管辖团队 3 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电信运营商、公司客户受到职位影响的外部机构电信运营商、公司客户任职资格教育程度本科或以上, preferable with MBA 专业方向工作经验 10 years or above of Contact Centre Operation in which 5 years should be in senior managerial role 行业经验 Knowledge in sales and Service Management, Process Improvement, Contact Centre Technology and CRM, preferably in foreign MNC 培训经历核心能力 • 客户导向 • 精诚协作 • 积极进取 • 立足创新 • 求真务实 • 敬业诚信通用能力 • 组织认知 • 个人管理 • 绩效导向 • 可靠性 • 口头沟通 • 书面沟通 • 人际交往 • 谈判能力 • 领导力 • 团队管理 • 员工管理 • 分析/解决问题 • 计划能力专业能力 • 客户服务 • 业务知识 • 系统运用 • 销售技巧 • 效率导向 • 质量导向 • 投诉处理 • 知识管理职位目的与职责职位目的（存在的理由，限制和目标） To formulate customer services and sales strategy as to effectively allocate resources 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) 业务类战略层面战术层面 • To prepare, approve and closely monitor department operating budget and expenses； • To collaborate with Resource Management Team in order to accurate foreseen the human resources requiremen； • To build up and foster customer service and sales To establish a winning team which consists of Call Centre, e-service operation and corporate accounts servicing with initial staff size of over 400 • To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures； • To retain grow and develop competent team members in order to cope with future business expansion and individual career development； • To plan and foreseen any potential business and operation risks, initiate forward action to protect company interest • To plan and implement continuous improvement mechanism. • All • .KPIs for effectively allocating resources. • .External customer satisfaction • Staff attrition 操作层面 • • • 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，营造良好工作氛围全部部分内部满意度新员工试用期流失率内部文档，注意保密第3页，共3页

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