高級營運經(jīng)理崗位說明書.doc

高級營運經(jīng)理職位描述文件職位識別信息職位名稱Assistant Vice President/Senior Manager, Operations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(jīng)常常駐版本號V1.0生效日期工作網(wǎng)絡關系直接上級職位Vice President, Operation匯報職位人力資源部經(jīng)理直接下級職位Manager, Operations & Manager, Ticketing Centre Operation人員管理權限薪酬無 建議權 決定權直接下級人數(shù)1人績效無 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政府勞動部門受到職位影響的外部機構任職資格教育程度本科或以上專業(yè)方向preferable with MBA工作經(jīng)驗10 years or above of Contact Centre Operation in which 5 years should be in senior managerial role行業(yè)經(jīng)驗Knowledge in sales and Service Management, Process Improvement, Contact Centre Technology and CRM, preferably in foreign MNC培訓經(jīng)歷管理技能 政策理解能力、較強的邏輯思維分析能力、良好的協(xié)調溝通能力及組織管理能力專業(yè)技能通用技能 精通計算機及網(wǎng)絡應用能力 熟練英語職位目的與職責職位目的（存在的理由，限制和目標）To formulate customer services and sales strategy as to effectively allocate resources 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(xié)助）衡量標準(數(shù)量、質量)業(yè)務類戰(zhàn)略層面戰(zhàn)術層面操作層面1) To prepare, approve and closely monitor department operating budget and expenses；2) To collaborate with Resource Management Team in order to accurate foreseen the human resources requiremen；3) To build up and foster customer service and sales To establish a winning team which consists of Call Centre, e-service operation and corporate accounts servicing with initial staff size of over 4004) To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures；5) To retain grow and develop competent team members in order to cope with future business expansion and individual career development；6) To plan and foreseen any potential business and operation risks, initiate forward action to protect company interest7) To plan and implement continuous improvement mechanism.All.