Manager,ResourceManagement岗位说明书.pdf

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1、Manager,ResourceManagementManager,ResourceManagement 岗位说明书岗位说明书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截了当上级职位直截了当下级职位直截了当下级人数直截了当管辖团队业务指导职位对职位产生阻碍的外部机构任职资格任职资格教育程度Graduate5 years or above inCustomer Care or CallCentre OperationManager,ManagementV1.0Resource所属部门所在都市出差要求生效日期Contact Center无偶然经常常驻Sr.V

2、P,OperationLead Resource Controller,Resource Controller&StaffCommunication Officer3学校、人才服务中介汇报职位薪酬无 建议权 决定权人员治理绩权限效配备受到职位阻碍的外部机构无 建议权 决定权无 建议权 决定权学校、人才服务中介专业方向business or servicemarketing related field工作体会experience in which 2years should be inmanagerial role orsupervisory position行业体会培训经历核心能力 客户导向

3、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 个人治理 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 团队治理 职员治理 分析/解决问题 打算能力专业能力 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 知识治理职位目的与职责职位目的与职责职位目的 存在的理由，限制和目标To manage the resource controlling sections to support efficientoperations of the contact center as well as various business lines o

4、fthe company as a whole.责任级别全部/衡量标准部分/协(数量、质量)助职责范畴(名称、定义、该职责所要达到的结果/目标)战略层面 KPIsforproduct andPRdepartments KPIsforinternaladminsupport Internalcustomersatisfaction Externalcustomersatisfaction Staffattrition业务战术层面类 To formulate resource managementplanandprocedures,spikemanagement&internalriskmanag

5、ement plan as to effectivelyallocateresourcesandachieverevenue and customer satisfactiontarget.To set up external risks monitoringsystem and feedback any outbreakof natural disasters and/or major Allfatal traffic accident to product andPR departments To lead and work with fellow teamsin order to acc

6、urate foreseen thehuman resources requirement andcollaborate with HR recruitment fortheconsistentsupplyofqualityhuman resources操作层面 To direct a team in managing thestaff movement in order to cope withactual incoming traffic To set up and manage a centralizedcall traffic and resource managementsystem

7、 which covers SZ HQ,HKCall Centre and other extensionarms in near future To lead and motivate teams,monitorperformance and work with buddy Allteams to continuously improve workprocess,policies and procedures.Toretaingrowanddevelopcompetent team members in order tocope with future business expansiona

8、nd individual career development.To plan and foreseen any potentialbusiness and operation risks,initiateforward action to protect companyinterest.参与下属职员的聘请、任免、考核、晋升和调配，以建立、领导及鼓舞高效团队 负责部门日常工作治理，监督检查本部门人员遵章守纪及工作落实情形 解决部门内工作和谐和人员沟通，营造良好工作氛围全部部分 KPIsforproduct andPRdepartments KPIsforinternaladminsupport Internalcustomersatisfaction Externalcustomersatisfaction Staffattrition治理类内部中意度新职员试用期流失率