职位描述-SrVP ContactCenter.doc

香港中旅国际投资中央平台人力资源项目职位描述文件职位识别信息职位名称Sr. VP, Contact Center 所属部门Contact Center职位编号所在城市SZ工作地点出差要求无偶尔经常常驻版本号V1.0生效日期2005年7月15日工作网络关系直接上级职位COO汇报职位直接下级职位VP, Contact Center Operation; VP, Contact Center Technology; Manager, Customer Care & Quality Assurance; Manager, Admin & Fulfillment; Senior Business Analyst; Admin. officer人员管理权限薪酬无 建议权 决定权直接下级人数6绩效无 建议权 决定权直接管辖团队4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酒店、航空公司、电信运营商、公司客户任职资格教育程度Graduate专业方向Senior management in contact center 工作经验More than 10 years China senior management experiences in MNCs, 5 of which in contact center in PRC行业经验Contact center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 and manage a top class contact center which is the core customer service as well as sales transaction channel of the company in terms of operation and technology in the PRC travel industry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 the brand as benchmark for contact center operations in terms of operational management and technology in the PRC travel industry. To maximize every opportunity in every aspect of the customer life cycle to gain maximum profit for the company in the PRC market place. To make use of the contact center as a vehicle to expand business model of the company beyond e-travel e.g. assistance service To support the companys IPO strategies in 3 years after launch of service Full Senior management assessment战术层面 To build and manage the contact center to achieve the following objectives: Provide prompt and efficient sales services to customers in both the Hong Kong and PRC markets. Gain repeated revenue and further solicit business opportunities with high value customers through excellent customer service and value-added solutions. Work with internal CRM and marketing departments to acquire, develop, retain and win-back high value customers by adopting CRM business concept. All Profit & Loss Internal customer satisfaction External customer satisfaction Staff attrition 操作层面管理类 制定本部门的组织机构、职位编制和职责分工 负责下属员工的招聘、任