AssistantManager崗位說明書匯編14

1、Manager, Customer Care & Quality Assurance職位描述職位識(shí)別信息職位名稱Manager, Customer Care& Quality Assurance職位編號(hào)工作地點(diǎn)版本號(hào)V1.0工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職Vice President, Operation位直接下級(jí)職officer, Customer Care &位Quality Assurance直接下級(jí)人8數(shù)直接管轄團(tuán)隊(duì)業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生Manager, Customer Care影響的外部& Quality Assurance機(jī)構(gòu)任職資格教育程度本科或以上5 years Contact Cen

2、treoperationin which 2 years工作經(jīng)驗(yàn)should be in managerial or senior supervisory role preferably in foreign MNC培訓(xùn)經(jīng)歷所屬部門contact-center所在城市出差要求 無偶爾經(jīng)常常駐生效日期匯報(bào)職位薪酬無建議權(quán)決定權(quán)人員管理 績(jī)效 無 建議權(quán)決定權(quán)權(quán)限配備無建議權(quán)決定權(quán)受到職位影Manager, Customer Care &響的外部機(jī)Quality Assurance構(gòu)Businessorstatistics專業(yè)方向relatedKnowledge in Sales andServi

3、ce Management,行業(yè)經(jīng)驗(yàn)Process Improvement,Six-Sigma, COPCknowledge? 客戶導(dǎo)向? 精誠協(xié)作? 積極進(jìn)取核心能力? 立足創(chuàng)新? 求真務(wù)實(shí)? 敬業(yè)誠信? 組織認(rèn)知? 個(gè)人管理? 績(jī)效導(dǎo)向? 客戶服務(wù)? 可靠性? 業(yè)務(wù)知識(shí)? 口頭溝通? 系統(tǒng)運(yùn)用? 書面溝通? 銷售技巧通用能力? 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(tuán)隊(duì)管理? 知識(shí)管理? 員工管理? 分析 /解決問題? 計(jì)劃能力職位目的與職責(zé)職位目的 （存To formulate customer services and sales strateg

4、y as to effectively allocate在的理由， 限r(nóng)esources to support efficient operations of the contact center as well as various制和目標(biāo)）business lines of the company as a whole.職責(zé)范圍責(zé)任級(jí)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 )戰(zhàn)略層?面? Toformulatecustomercommunicationandretentionstrategyastoeffectivelyallocate

5、 resources and achieverevenueandcustomer? KPIsforsatisfaction target.resources業(yè)? TocollaboratewithQualityallocation務(wù)AssuranceTeaminorder to? Internalaccurateforeseenthe evercustomer戰(zhàn)術(shù)層All類changingcustomerssatisfaction面requirements andgive advice? Externalonexternalsalesandservicecustomerpolicies rss

6、atisfaction? Tolead ateamin constantlyStaff attritionreview customer feedback andimproveinternalprocesseffectiveness操作層面管理類? To effectively manage and resolve customer complaints from internal and external channels? To lead and motivate teams, monitor performance and workwithbuddyteamstocontinuously

7、improveworkprocess, policies and procedures.? To initiate and lead any changes through projects? To retain grow and develop competent team members in order to cope with futurebusiness expansion and individual career development.? To plan and foreseen anypotentialbusinessandoperation risks, initiateforwardactiontoprotectcompanyinterest.To plan and implement continuous improvement mechanism such as COPC jointly together with Travel Academy? 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(lì)高效團(tuán)隊(duì)? 負(fù)責(zé)部門日常工作管理，監(jiān)督檢查本部門人員遵章守紀(jì)及工作落實(shí)情況? 解決部門內(nèi)工作協(xié)調(diào)和人員溝通，營(yíng)造良好工作氛圍All全部部分? K