Sr. VP, Contact Center岗位说明书.pdf

SrSr职位识别信息职位识别信息职位名称职位编号工作地点版本号工作网络关系工作网络关系直接上级职位COOVP,Contact CenterOperation;VP,ContactCenter Technology;Manager,Customer Care&Quality Assurance;Manager,Admin&Fulfillment;SeniorBusiness Analyst;Admin.officer64酒店、航空公司、电信运营商、公司客户受到职位影响的外部机构酒店、航空公司、电信运营商、公司客户汇报职位Sr.VP,Contact CenterV1.0所属部门所在城市出差要求生效日期Contact Center无偶尔经常常驻直接下级职位直接下级人数直接管辖团队业务指导职位对职位产生影响的外部机构任职资格任职资格教育程度人员管理权限薪酬无 建议权 决定权绩效配备无 建议权 决定权无 建议权 决定权GraduateMore than 10 years Chinasenior managementexperiences in MNCs,5 ofwhich in contact center inPRC专业方向Senior management incontact center工作经验行业经验Contact center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与职责职位目的（存在的理由，限制与目标）To build and manage a top class contact center which is the corecustomer service as well as sales transaction channel of the companyin terms of operation and technology in the PRC travel industry责任级别（全部/部分/协助）职责范围(名称、定义、该职责所要达到的结果/目标)衡量标准(数量、质量)业务战略层面类 To build the brand as benchmark forcontact center operations in terms ofoperationalmanagementandtechnologyinthePRCtravelindustry.To maximize every opportunity inevery aspect of the customer lifecycle to gain maximum profit for thecompany in the PRC market place.To make use of the contact center asa vehicle to expand business modelof the company beyond e-travel e.g.assistance service TosupportthecompanysIPOstrategies in 3 years after launch ofservice Full Seniormanagementassessment战术层面 To build and manage the contactcentertoachievethefollowingobjectives:Provide prompt and efficient salesservices to customers in both theHong Kong and PRC markets.Gain repeated revenue and furthersolicitbusinessopportunitieswithhighvaluecustomersthroughexcellentcustomerserviceandvalue-added solutions.WorkwithinternalCRMandmarketing departments to acquire,develop,retain and win-back highvalue customers by adopting CRMbusiness concept.All Profit&Loss Internalcustomersatisfaction Externalcustomersatisfaction Staff attrition操作层面 制定本部门的组织机构、职位编制与职责分工 负责下属员工的招聘、任免、考核、晋升与调配，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与人员沟通，营造良好工作氛围管理类全部部分内部满意度新员工试用期流失率