ResourceController岗位说明书.pdf

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1、ResourceControllerResourceController 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Graduate1 years or above in工作体会Customer Care or CallCentre OperationexperienceLeadResourceController,Resource Controller所属部门所在都市出差要求生效日期Contact Center无偶

2、然经常常驻V1.0汇报职位人员治理权限薪酬绩效配备Resource Management学校、人才服务中介无 建议权 决定权无 建议权 决定权无 建议权 决定权受到职位阻碍的外部机构专业方向学校、人才服务中介aviation or travel preferred行业体会培训经历核心能力 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

3、职责职位目的 存在的理由，限制和目标To assist in formulation of policies and procedures regarding on theResource Management functions to support efficient operations ofthe contact center as well as various business lines of the company asa whole.责任级别全部/部分/协助and responsible for staff scheduling,monitor incoming call t

4、raffic and allocateresources to tackle with any unexpectedspike and troughKPIs forresourcecontrollingInternalcustomersatisfactionExternalcustomersatisfaction职责范畴(名称、定义、该职责所要达到的结果/目标)衡量标准(数量、质量)战略层面战术层面To man the resource management centreTo monitor the external threats and take业务类操作层面proactively act

5、ion to inform internal depts.As to minimize operating loss,such as anynatural disaster,serious flight accidentsand so forthAllTo assist Lead Resource Controller,Resource Management to identify and planfor manpower replenishmentTo execute internal security managementfunctions and ensure the safety and properfunctioning of the organizationsStaff attritionTo assist in formulating,plan andimplement any risk management measures治理类