AssistantManager,Operations崗位說明書

1、Assista nt Man ager, Operati ons職位描述職位識別信息職位名稱Assistant Manager, Operations所屬部門Con tact Cen ter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(luò)關(guān)系直接上級職位Manager, Operations匯報職位直接下級職位Lead Travel Consultant, Travel Consultants人 員 管 理 權(quán) 限薪酬無建議權(quán) 決定權(quán)直接下級人數(shù)10-16績效無建議權(quán) 決定權(quán)直接管轄團隊配 備無建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位 :對職位產(chǎn)生影 響的外部機構(gòu)酒店、航空公司、

2、電信運營 商、公司客戶受到職位影 響的外部機 構(gòu)任職資格教育程度Graduate專業(yè)方向business or social science related工作經(jīng)驗? 4 year or above in Customer Care or Call Centre Operation experience in which 1 year should be in supervisory or above行業(yè)經(jīng)驗培訓(xùn)經(jīng)歷核心能力?客戶導(dǎo)向 ?精誠協(xié)作 ?積極進取 ?立足創(chuàng)新 ?求真務(wù)實 ?敬業(yè)誠信通用能力?組織認(rèn)知?個人管理?績效導(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?團隊

3、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(wù) ?業(yè)務(wù)知識 ?系統(tǒng)運用?銷售技巧 ?效率導(dǎo)向 ?質(zhì)量導(dǎo)向?投訴處理 ?知識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 lead a sizable con tact centre operatio n, e-sales or corporate sal team to support efficie nt operati ons of the con tact cen ter as well as various bus in ess lines of the compa ny as a whole.職責(zé)范圍（名稱、

4、定義、該職責(zé)所要達到的結(jié)果/目標(biāo)）責(zé)任級 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 foster a customer care culture and encourage two-way and open com muni cati ons.? To giverecomme ndati on toimprove and streamline process flow and in-house policies? To identify and develop potential leaders to cope with ongoing bus in

5、 ess growth? To foresee n any pote ntial operati onal risks and execute any preve ntive actions? To work with RM team for any man power plan and movement? All? KPIsofpre-set sales and services? Internal customer satisfacti on? External customer satisfacti on? Staff attritio n操作層面? To deal with and r

6、esolve any customers complaints and ensure their satisfact ion level.? To recruit, retain and develop quality staff and minimize general attrition rate? To monitor staff performanee and con duct 1-on-1 coach ing? To provide constant on-the-job trainings and ensure the quality of staff.? All? KPIsofpre-set sales and services? Internal customer satisfacti on? External customer satisfacti on? Staff attritio n管理類?參與下屬員工的招聘、任免、