Assistant Manager, Operations岗位说明书.doc

Assistant Manager, Operations职位描述职位识别信息职位名称Assistant Manager, Operations所属部门Contact Center职位编号所在城市工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位Manager, Operations汇报职位直接下级职位Lead Travel Consultant, Travel Consultants人员管理权限薪酬无 建议权 决定权直接下级人数10-16绩效无 建议权 决定权直接管辖团队配备无 建议权 决定权业务指导职位对职位产生影响的外部机构酒店、航空公司、电信运营商、公司客户受到职位影响的外部机构任职资格教育程度Graduate专业方向business or social science related工作经验 4 year or above in Customer Care or Call Centre Operation experience in which 1 year should be in supervisory or above行业经验培训经历核心能力 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用能力 组织认知 个人管理 绩效导向 可靠性 口头沟通 书面沟通 人际交往 谈判能力 领导力 团队管理 员工管理 分析/解决问题 计划能力专业能力 客户服务 业务知识 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识管理职位目的与职责职位目的（存在的理由，限制和目标）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.职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面 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 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 操作层面 To deal with and resolve any customers complaints and ensure their satisfaction 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管理类 参与下属员工的招聘、任免