高級營運(yùn)經(jīng)理崗位說明書

1、高級營運(yùn)經(jīng)理職位描述文件職位識別信息職位名稱Assista nt VicePreside nt/Se nior Man ager,Operati ons所屬部門con tact-ce nter職位編號所在城市工作地點(diǎn)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Vice Preside nt, Operati on匯報(bào)職位人力資源部經(jīng)理直接下級職位Man ager, Operati ons&Man ager,Ticket ingCentre Operati on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)1人績效無建議權(quán)決定權(quán)直接管轄團(tuán)隊(duì)配備無建議權(quán)決定權(quán)業(yè)

2、務(wù)指導(dǎo)職位對職位產(chǎn)生 影響的外部 機(jī)構(gòu)政府勞動(dòng)部門受到職位影 響的外部機(jī) 構(gòu)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(yàn)10 years or above of Con tact Centre Operati on in which 5 years should be in senior man agerial role行業(yè)經(jīng)驗(yàn)Kno wledge in sales and Service Man ageme nt, Process Improveme nt, Con tact Centre Tech no logy and CRM, preferably

3、in foreig n MNC培訓(xùn)經(jīng)歷管理技能?政策理解能力、較強(qiáng)的邏輯 思維分析能力、良好的協(xié)調(diào) 溝通能力及組織管理能力專業(yè)技能通用技能?精通計(jì)算機(jī)及網(wǎng)絡(luò)應(yīng)用能 力?熟練英語職位目的與職責(zé)職位目的（存 在的理由，限 制和目標(biāo)）To formulate customer services and sales strategy as to effectively allocate resources to support efficie nt operati ons of the con tact cen ter as well as various bus in ess lines of th

4、e compa ny as a whole.職責(zé)范圍責(zé)任級別衡量標(biāo)準(zhǔn)（名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo)）（全部/部分/協(xié)助）（數(shù)量、質(zhì)量）業(yè) 務(wù) 類戰(zhàn)略層面戰(zhàn)術(shù)層面操作層面1) To prepare, approve andclosely monitor department operat ingbudgetandexpenses ;2) TocollaboratewithResourceMan ageme ntTeam in order to accurate foresee nthehuma nresources requireme n ;3) To build up and fos

5、tercustomer service and sales To establish a winning team which con sists of Call Centre, e-service operation and corporateacco untsservici ng with in itial staff size of over 4004) To lead and motivate teams,mon itor performa nee and work with buddy teams to continuouslyimprove workprocess,policies

6、andprocedures ;5) To reta in grow and developcompete nt team members in order to cope with future bus in essexpa nsionandin dividualcareerdevelopment ;6) To plan and foreseen anypote ntialbus in essandoperati onrisks,in itiateforward action to protect compa ny in terest7) To pla nandimpleme ntcon ti nu ousimproveme ntmecha ni sm.A