Assistant Manager, Operations崗位說明書

1、Assistant Manager, Operations職位描述職位識別信息職位名稱Assistant Manager, Operations所屬部門Contact Center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)指導職位對職位產(chǎn)生影響的外部機構(gòu)酒店、航空公司、電信運營商、公司客戶受

2、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)驗培訓經(jīng)歷核心能力 客戶導向 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 組織認知 個人管理 績效導向 可靠性 口頭溝通 書面溝通 人際交往 談判能力 領(lǐng)導力 團隊管理 員工管理 分析/解決問題 計劃能力專

3、業(yè)能力 客戶服務(wù) 業(yè)務(wù)知識 系統(tǒng)運用 銷售技巧 效率導向 質(zhì)量導向 投訴處理 知識管理職位目的與職責職位目的（存在的理由，限制和目標）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.職責范圍(名稱、定義、該職責所要達到的結(jié)果/目標)責任級別（全部/部分/協(xié)助）衡量標準

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