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1、精品文档，值得拥有职位描述文件职位识别信息职位名称Assistant Manager, Operations所属部门Contact Center职位编号CCSZ0010所在城巾SZ工作地点Contact Center出差要求无口偶尔口经常口常驻版本号V1.0生效日期2005年6月15日工作网络关系直接上级职位Manager, Operations汇报职位直接卜级职位Lead Travel Consultant, Travel Consultants人员 管理 权限薪 酬无建议权决定权直接卜级人数绩 效无建议权决定权直接管辖团队配 备口无（J建议权决定权业务指导职位Sr. VP, Contact
2、 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business or social science related工作经验? 4 year or above in Customer Care or Call Centre Operation experience in which 1 year should be in supervisory or above行业经验培训经历管理技能? Control? Planning? Delegation? Coord
3、ination专业技能? Customer Care or Call Centre Operation experience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 lead a sizable contact centre operation, e-sales or corporate sales team to support efficient operations of the contact center as well as various business l
4、ines 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 level? To deal with and resolve any customers complaints and ensure their satisfaction level.? To recruit, retain and develop quality staff and minimize general attrition rate? To monitor staff perfor
5、mance and conduct 1-on-1 coaching? To provide constant on-the-job trainings and ensure the quality of staff.? To foster a customer care culture and encourage two-way and open communications.? To give recommendation to improve and streamline process flow and in-house policies? To identify and develop
6、 potential leaders to cope with ongoing business growth? To foreseen any potential operational risks and execute any preventive actions? To work with RM team for any manpower plan and movementAll? KPIs of pre-set sales and services ? Internal customer satisfaction? External customer satisfaction? Staff attrition # / 2
