AssistantManager崗位說明書匯編15

1、Manager, Customer Care職位描述職位識別信息職位名稱Manager, Customer Care職位編號工作地點版本號V1.0工作網(wǎng)絡(luò)關(guān)系直接上級職位Sr. VP, Contact CenterOperation直接下級職位Customer Care Officer;Retention Officer直接下級人數(shù)8直接管轄團隊業(yè)務(wù)指導(dǎo)職位對職位產(chǎn)生影酒店、航空公司、 電訊運營響的外部機構(gòu)商、公司客戶任職資格教育程度Graduate with business orhospitality related degree? More than 5 yearsContact Cen

2、tre Operationexperience, 2 of which in工作經(jīng)驗managerial or seniorsupervisory rolepreferably in foreignMNCs培訓(xùn)經(jīng)歷所屬部Contact Center門所在城市出差要無偶爾經(jīng)常常駐求生效日期匯報職位人薪無建議權(quán)決定權(quán)員酬管績無建議權(quán)決定權(quán)理效權(quán)配無建議權(quán)決定權(quán)限備受到職位酒店、航空公司、 電訊運營商、影響的外公司客戶部機構(gòu)Operation management in專業(yè)方向contact center industry行業(yè)經(jīng)驗Contact center? 客戶導(dǎo)向? 精誠協(xié)作? 積極進取核心能

3、力? 立足創(chuàng)新? 求真務(wù)實? 敬業(yè)誠信通用能力職位目的與職責職位目的 （存在的理由， 限制和目標）? 組織認知? 個人管理? 績效導(dǎo)向? 客戶服務(wù)? 可靠性? 業(yè)務(wù)知識? 口頭溝通? 系統(tǒng)運用? 書面溝通? 銷售技巧? 人際交往專業(yè)能力? 談判能力? 效率導(dǎo)向? 質(zhì)量導(dǎo)向? 領(lǐng)導(dǎo)力? 投訴處理? 團隊管理? 知識管理? 員工管理? 分析 /解決問題? 計劃能力To achieve and exceed customer satisfaction targets職責范圍( 名稱、定義、該職責所要達到的結(jié)果/目標 )責任級別衡量標準（全部 /部(數(shù)量、質(zhì)量 )分 /協(xié)助）戰(zhàn)略層面業(yè)務(wù)類戰(zhàn)術(shù)層面操作

4、層面管理類? Toformulatecustomercommunication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target.? To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advice on external s

5、ales and service policies? To lead a team in performing mystery shoppers programs? To lead a team in constantly review customer feedback andimprove internal process effectiveness? To effectively manage and resolve customer complaints from internal and external channels? To plan and implement continuous improvement mechanism such asCOPC? 參與下屬員工的招聘、任免、考核、晉升和調(diào)配，以建立、領(lǐng)導(dǎo)及激勵高效團隊? 負責部門日常工作管理，監(jiān)督檢查本部門人員遵章守紀及工作落實情況? 解決部門內(nèi)工作協(xié)調(diào)和人員溝通，營造良好工作氛圍? Senior? Fullmanagement assessment? KPIsoncustomer care?