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1、高级副总裁职位描述文件职位识别信息职位名称Sr. VP, Contact Center 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COO汇报职位直接下级职位VP, Contact Center Operation; VP, Contact Center Technology; Manager, Customer Care & Quality Assurance; Manager, Admin & Fulfillment人员管理权限薪酬无建议权 决定权直接下级人数5绩效无 建议权 决定权直接管辖团队555配备无
2、 建议权 决定权业务指导职位COO; General Manager of other departments对职位产生影响的外部机构受到职位影响的外部机构任职资格教育程度Graduate专业方向Senior management in contact center 工作经验More than 10 years China senior management experiences in MNCs, 5 of which in contact center in PRC行业经验Contact center培训经历管理技能 Control Planning Delegation Coordina
3、tion专业技能 Contact Center start up Contact Center operation plus technology management Customer services/ telemarketing/ customer relationship management in PRC market 通用技能 Communication Leadership and people management 职位目的与职责职位目的（存在的理由，限制和目标）To build and manage a top class contact center which is th
4、e core customer service as well as sales transaction channel of the company in terms of operation and technology in the PRC travel industry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 To build the brand as benchmark for contact center operations in terms of operational management and te
5、chnology in the PRC travel industry. To maximize every opportunity in every aspect of the customer life cycle to gain maximum profit for the company in the PRC market place. To make use of the contact center as a vehicle to expand business model of the company beyond e-travel e.g. assistance service
6、 To support the companys IPO strategies in 3 years after launch of service FullSenior management assessmentOperational LevelTo build and manage the contact center to achieve the following objectives: Provide prompt and efficient sales services to customers in both the Hong Kong and PRC markets. Gain
7、 repeated revenue and further solicit business opportunities with high value customers through excellent customer service and value-added solutions. Work with internal CRM and marketing departments to acquire, develop, retain and win-back high value customers by adopting CRM business concept.All Profit & Loss Internal customer satisfaction External customer satisfaction Staff attrition
