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1、流程改进顾问职位描述文件职位识别信息职位名称Process Consultant所属部门Contact Center职位编号所在城市工作地点Contact Center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Manager, Quality Assurance汇报职位直接下级职位人员管理权限薪酬无建议权 决定权直接下级人数绩效无 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Sr. VP, Contact Center; General Managers 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
2、程度Graduate专业方向operation research, statistic or mathematics工作经验 1 year or above in Customer Care or Call Centre Operation experience 行业经验培训经历管理技能 Control Planning Delegation Coordination专业技能 Logistics management & operation preferably in PRC travel industry通用技能 Communication Leadership and people man
3、agement 职位目的与职责职位目的（存在的理由，限制和目标）To design end-to-end business and operation processes in an effective and efficient way 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Operational l
4、evel To develop and adopt advanced process mapping model for sake to enhance the process development effectiveness. To recommend and consistently review KPI and service metrics in order to ensure its appropriateness and align with business objectives. To work with others departments for identification of any process flaws and ensure the Non-value-added process being eliminated. To monitor process performance and recommend actions to improve process effectivenessAll KPIs for operation processe design Internal customer satisfaction External customer satisfaction Staff attrition
