崗位職責(zé)_lead resource controller職位描述

努力了的才叫夢(mèng)想，不努力的就是空想！如果你一直空想的話，無(wú)論看多少正能量語(yǔ)錄，也趕不走滿滿的負(fù)能量！你還是原地踏步的你，一直在看別人進(jìn)步。Lead Resource Controller職位描述文件職位識(shí)別信息職位名稱Lead Resource Controller所屬部門Contact Center職位編號(hào)所在城市工作地點(diǎn)出差要求無(wú)偶爾經(jīng)常常駐版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位Manager, Resource Management匯報(bào)職位直接下級(jí)職位Resource Controller人員管理權(quán)限薪酬無(wú) 建議權(quán) 決定權(quán)直接下級(jí)人數(shù)3績(jī)效無(wú) 建議權(quán) 決定權(quán)直接管轄團(tuán)隊(duì)配備無(wú) 建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生影響的外部機(jī)構(gòu)受到職位影響的外部機(jī)構(gòu)任職資格教育程度Graduate專業(yè)方向Management in administration & logistics工作經(jīng)驗(yàn) 3 years or above in Customer Care or Call Centre Operation experience in which 1 years should be in supervisory position行業(yè)經(jīng)驗(yàn)培訓(xùn)經(jīng)歷核心能力 客戶導(dǎo)向 精誠(chéng)協(xié)作 積極進(jìn)取 立足創(chuàng)新 求真務(wù)實(shí) 敬業(yè)誠(chéng)信通用能力 組織認(rèn)知 個(gè)人管理 績(jī)效導(dǎo)向 可靠性 口頭溝通 書面溝通 人際交往 談判能力 領(lǐng)導(dǎo)力 團(tuán)隊(duì)管理 員工管理 分析/解決問(wèn)題 計(jì)劃能力專業(yè)能力 客戶服務(wù) 業(yè)務(wù)知識(shí) 系統(tǒng)運(yùn)用 銷售技巧 效率導(dǎo)向 質(zhì)量導(dǎo)向 投訴處理 知識(shí)管理職位目的與職責(zé)職位目的（存在的理由，限制和目標(biāo)）To supervise a team of Resource Controller to support efficient operations of the contact center as well as various business lines of the company as a whole.職責(zé)范圍(名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo))責(zé)任級(jí)別（全部/部分/協(xié)助）衡量標(biāo)準(zhǔn)(數(shù)量、質(zhì)量)業(yè)務(wù)類戰(zhàn)略層面戰(zhàn)術(shù)層面 To formulate policies and procedures regarding on the Resource Management functions To recommend tactics as to ensure the effective management and availability of required human resources of the contact centre operation 操作層面 To monitor the external threats and take proactively action to inform internal depts. As to minimize operating loss To manage the workforce management system and design system requirements To assist Manager, Resource Management to identify and plan for manpower replenishment To head up the Resource Management and Security Centre and ensure the safety and proper functioning of the organizations To formulate, plan and implement any risk management measures and spike management plan All KPIs for human resource management of call center operation Internal customer satisfaction External customer satisfaction Staff attrition 管理類 參與下屬員工的招聘、任免、考核