崗位職責_assistant manager崗位說明書大全26

努力了的才叫夢想，不努力的就是空想！如果你一直空想的話，無論看多少正能量語錄，也趕不走滿滿的負能量！你還是原地踏步的你，一直在看別人進步。Manager, Resource Management職位描述職位識別信息職位名稱Manager, Resource Management所屬部門Contact Center職位編號所在城市工作地點出差要求無偶爾經常常駐版本號V1.0生效日期工作網絡關系直接上級職位Sr. V P, Operation匯報職位直接下級職位Lead Resource Controller, Resource Controller & Staff Communication Officer人員管理權限薪酬無 建議權 決定權直接下級人數3績效無 建議權 決定權直接管轄團隊配備無 建議權 決定權業(yè)務指導職位對職位產生影響的外部機構學校、人才服務中介受到職位影響的外部機構學校、人才服務中介任職資格教育程度Graduate專業(yè)方向business or service marketing related field工作經驗 5 years or above in Customer Care or Call Centre Operation experience in which 2 years should be in managerial role or supervisory position 行業(yè)經驗培訓經歷核心能力 客戶導向 精誠協作 積極進取 立足創(chuàng)新 求真務實 敬業(yè)誠信通用能力 組織認知 個人管理 績效導向 可靠性 口頭溝通 書面溝通 人際交往 談判能力 領導力 團隊管理 員工管理 分析/解決問題 計劃能力專業(yè)能力 客戶服務 業(yè)務知識 系統運用 銷售技巧 效率導向 質量導向 投訴處理 知識管理職位目的與職責職位目的（存在的理由，限制和目標）To manage the resource controlling sections to support efficient operations of the contact center as well as various business lines of the company as a whole.職責范圍(名稱、定義、該職責所要達到的結果/目標)責任級別（全部/部分/協助）衡量標準(數量、質量)業(yè)務類戰(zhàn)略層面戰(zhàn)術層面 To formulate resource management plan and procedures, spike management & internal risk management plan as to effectively allocate resources and achieve revenue and customer satisfaction target. To set up external risks monitoring system and feedback any outbreak of natural disasters and/or major fatal traffic accident to product and PR departments To lead and work with fellow teams in order to accurate foreseen the human resources requirement and collaborate with HR recruitment for the consistent supply of quality human resources All KPIs for product and PR departments KPIs for internal admin support Internal customer satisfaction External customer satisfaction Staff attrition 操作層面 To direct a team in managing the staff movement in order to cope with actual incoming traffic To set up and manage a centralized call traffic and resource management system which covers SZ HQ, HK Call Centre and other extension arms in near future To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures. To retain grow and develop competent team members in order to cope with future business expansion and individual career development. To plan and foreseen any potential business and operation risks, initiate forward action to protect company interest. All KPIs for product and PR departments KPIs for internal admin support Internal customer satisfaction External customer satisfaction