VP,ContactCenterTechnology岗位说明书.doc

VP, Contact Center Technology职位描述职位识别信息职位名称VP, Contact Center Technology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Sr. VP, Operation汇报职位直接下级职位Technical Support Manager; Application Development Manager; Knowledge Manager人员管理权限薪酬无 建议权 决定权直接下级人数3绩效无 建议权 决定权直接管辖团队3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技术服务商、电信运营商受到职位影响的外部机构技术服务商、电信运营商任职资格教育程度Graduate专业方向Senior management in contact center technology工作经验More than 8 years IT experience in MNCs, 4 of which in China contact center industry行业经验Contact center IT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 build, manage and maintain a state-of-the-art contact center platform for the company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 To build, manage and maintain a reliable, stable, multi-channel accessible, flexible, easily expandable and easily compatible contact center platform to support business growth Full Senior management assessment战术层面 To carry out technology/solution development and evaluation to continuously enrich the contact center platform and adopt the state-of-the-art technology to the contact centre systems for improving efficiency and productivity To design, implement, develop leading edge contact-centre CTI technology. To design and implement customized solutions to meet various changing program demands and business needs. All KPIs on systems Internal customer satisfaction External customer satisfaction Staff attrition 操作层面管理类 参与制定本部门的组织机构、职位编制和职责分工 参与下属员工的招聘、任免、考核、晋升和调配，以建立