Sr.VPContactCenter岗位说明书.doc

1、职位识别信息职位名称职位编号工作地点版本号工作网络关系直截了当上级职位直截了当下级职位直截了当下级人数直截了当管辖团队业务指导职位SrSr. VP, Contact Center所属部门Contact Center所在都市出差要求无偶然经常常驻V1.0生效日期COO汇报职位VP, Contact CenterOperation; VP, ContactCenter Technology;Manager, Customer Care &人薪决定权Quality Assurance; Manager,无 建议权员酬Admin & Fulfillment; Senior治Busine

2、ss Analyst; Admin.理officer权6限绩无 建议权决定权效4配决定权无 建议权备对职位产生阻碍的外部机构任职资格教育程度工作体会培训经历酒店、航空公司、电信运营商、公司客户GraduateMore than 10 years China senior management experiences in MNCs, 5 of which in contact center inPRC受到职位阻酒店、航空公司、电信运营碍的外部机商、公司客户构Senior management in专业方向contact center行业体会Contact center? 客户导向? 精诚协作?

3、 主动进取核心能力? 立足创新? 求真务实? 敬业诚信通用能力职位目的与职责职位目的 （存在的理由， 限制和目标）? 组织认知? 个人治理? 绩效导向? 客户服务? 可靠性? 业务知识? 口头沟通? 系统运用? 书面沟通? 销售技巧? 人际交往专业能力? 谈判能力? 效率导向? 质量导向? 领导力? 投诉处理? 团队治理? 知识治理? 职员治理? 分析 /解决咨询题? 打算能力To build and manage a top class contact center which is the core customer service as well as sales transaction

4、 channel of the company in terms of operation and technology in the PRC travel industry职责范畴( 名称、定义、该职责所要达到的结果/目标 )责任级别衡量标准（全部 /(数量、质量 )部分 /协助）业务战略层面类? To build the brand as benchmark for contact center operations in terms ofoperationalmanagementandtechnology in the PRC travel industry.? To maximize

5、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 asa vehicle to expand business model of the company beyond e-travel e.g. assistance service? To support the company s IPO strategies in 3 ye

6、ars after launch of service? Senior? Fullmanagement assessment战术层面操作层面治理类? 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

7、opportunities withhigh 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.? 制定本部门的组织机构、职位编制和职责分工? 负责下属职员的聘请、任免、考核、晋升和调配，以建立、领导及鼓舞高效团队? 负责部门日常工作治理，监督检查本部门人员遵章守纪及工作落实情形? 解决部门内工作和谐和人员沟通，营造良好工作氛围? Profi