《岗位职责小资料大全_1051》由会员分享，可在线阅读，更多相关《岗位职责小资料大全_1051（2页珍藏版）》请在金锄头文库上搜索。
1、一类是有着海外留学背景或者工作经验的工程师，另一类是拥有综合素质的技术人员，即既懂互联网又掌握电信技术的人员。在这两类人才中，最缺的就是既懂互联网又懂电信技术的人才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,
2、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 & opera
3、tion preferably in PRC travel industry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 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 com
4、pany 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 level 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 an
5、d 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
