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1、高级营运经理职位描述文件职位识别信息职位名称Assistant Vice President/Senior Manager, 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Vice President, Operation汇报职位人力资源部经理直接下级职位Manager, Operations & Manager, Ticketing Centre Operation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
2、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preferable with MBA工作经验10 years or above of Contact Centre Operation in which 5 years should be in senior managerial role行业经验Knowledge in sales and Service Management, Process Improvement, Contact Centre Technology and CRM, preferably in foreign MNC培训经历管理技能 政策
3、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）To formulate customer services and sales strategy as to effectively allocate resources 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
4、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) To prepare, approve and closely monitor department operating budget and expenses；2) To collaborate with Resource Management Team in order to accurate foreseen the human resources requiremen；3) To build up and foster customer service and sales To es
5、tablish a winning team which consists of Call Centre, e-service operation and corporate accounts servicing with initial staff size of over 4004) To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures；5) To retain grow a
6、nd develop competent team members in order to cope with future business expansion and individual career development；6) To plan and foreseen any potential business and operation risks, initiate forward action to protect company interest7) To plan and implement continuous improvement mechanism.All. KPIs for effectively allocating resources. . External customer satisfactionStaff attrition管理类
