AssistantManager,Operations崗位說(shuō)明書

1、Assistant Manager, Operations職位描述職位識(shí)別信息職位名稱Assistant Manager, Operations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, Operations匯報(bào)職位直接下級(jí)職位Lead Travel Consultant, Travel Consultants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)10-16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)酒店、航空公司、電信運(yùn)營(yíng)商、公司客戶受

2、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business or social science related工作經(jīng)驗(yàn) 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(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

3、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 lead a sizable contact centre operation, e-sales or corporate sales team 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)

4、(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 communications. To give recommendation to improve and streamline process flow and in-house policies To identify and develop potential leaders to cope with ongoing business growth To foreseen any potential operational

5、 risks and execute any preventive actions To work with RM team for any manpower plan and movement All KPIs of pre-set sales and services Internal customer satisfaction External customer satisfaction Staff attrition 操作層面 To deal with and resolve any customers complaints and ensure their satisfaction

6、level. To recruit, retain and develop quality staff and minimize general attrition rate To monitor staff performance and conduct 1-on-1 coaching To provide constant on-the-job trainings and ensure the quality of staff. All KPIs of pre-set sales and services Internal customer satisfaction External customer satisfaction Staff attrition管理類 參與下屬員工的招聘、任免