高级营运经理职位描述文件职位识别信息职位名称AssistantVicePresident/SeniorManager,Operations所属部门contact-center职位编号所在城市工作地点出差要求□无■偶尔□经常□常驻版本号V1.0生效日期工作网络关系直接上级职位VicePresident,Operation汇报职位人力资源部经理直接下级职位Manager,Operations&Manager,TicketingCentreOperation人员管理权限薪酬□无■建议权□决定权直接下级人数1人绩效□无□建议权■决定权直接管辖团队配备□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政府劳动部门受到职位影响的外部机构任职资格教育程度本科或以上专业方向preferablewithMBA工作经验10yearsoraboveofContactCentreOperationinwhich5yearsshouldbeinseniormanagerialrole行业经验KnowledgeinsalesandServiceManagement,ProcessImprovement,ContactCentreTechnologyandCRM,preferablyinforeignMNC培训经历管理技能•政策理解能力、较强的逻辑思维分析能力、良好的协调沟通能力及组织管理能力专业技能通用技能•精通计算机及网络应用能力•熟练英语职位目的与职责职位目的（存在的理由，限制和目标）Toformulatecustomerservicesandsalesstrategyastoeffectivelyallocateresourcestosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.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操作层面1)Toprepare,approveandcloselymonitordepartmentoperatingbudgetandexpenses；2)TocollaboratewithResourceManagementTeaminordertoaccurateforeseenthehumanresourcesrequiremen；3)TobuildupandfostercustomerserviceandsalesToestablishawinningteamwhichconsistsofCallCentre,e-serviceoperationandcorporateaccountsservicingwithinitialstaffsizeofover4004)Toleadandmotivateteams,monitorperformanceandworkwithbuddyteamstocontinuouslyimproveworkprocess,policiesandprocedures；5)Toretaingrowanddevelopcompetentteammembersinordertocopewithfuturebusinessexpansionandindividualcareerdevelopment；6)Toplanandforeseenanypotentialbusinessandoperationrisks,initiateforwardactiontoprotectcompanyinterest7)Toplanandimplementcontinuousimprovementmechanism.All.KPIsforeffectivelyallocatingresources..ExternalcustomersatisfactionStaffattrition管理类•••
