Manager,ResourceManagement岗位说明书_1.pdf

Manager,Resource Management职位描述 职位识别信息 职位名称 Manager,Resource Management 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 Sr.V P,Operation 汇报职位 直接下级职位 Lead Resource Controller,Resource Controller&Staff Communication Officer 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 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 学校、人才服务中介 受到职位影响的外部机构 学校、人才服务中介 任职资格 教育程度 Graduate 专业方向 business or service marketing related field 工作经验 5 years or above in Customer Care or Call Centre Operation experience in which 2 years should be in managerial role or supervisory position 行业经验 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 manage the resource controlling sections 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 formulate resource management plan and procedures,spike management&internal risk management plan as to effectively allocate resources and achieve revenue and customer satisfaction target.To set up external risks monitoring system and feedback any outbreak of natural disasters and/or major fatal traffic accident to product and PR departments To lead and work with fellow teams in order to accurate foreseen the human resources requirement and collaborate with HR recruitment for the consistent supply of quality human resources All KPIs for product and PR departments KPIs for internal admin support Internal customer satisfaction External customer satisfaction Staff attrition 操作层面 To direct a team in managing the staff movement in order to cope with actual incoming traffic To set up and manage a centralized call traffic and resource management system which covers SZ HQ,HK Call Centre and other extension arms in near future 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.All KPIs for product and PR departments KPIs for internal admin support Internal customer satisfaction External customer satisfaction Staff attrition 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