2020年岗位职责高级副总裁岗位说明书

1、咼级副总裁职位描述文件职位识别信息职位名称Sr. VP, Con tact Center所属部门Con tact Cen ter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COO汇报职位直接下级职位VP, Con tact Center Operatio n;VP, Con tactCen ter Tech no logy; Man ager,Customer Care & Quality Assuranee; Man ager, Adm in &Fulfillment人员 管理 权限薪酬无建议权决定权直接下级人数5绩效无建议权决

2、定权直接管辖团队555配 备无建议权决定权业务指导职位COO; Gen eral Man ager of other departme nts对职位产生影 响的外部机构受到职位影 响的外部机 构任职资格教育程度Graduate专业方向Senior man ageme nt in con tact cen ter工作经验More than 10 years Chi na seniorman ageme nt experie nces inMNCs, 5 of which in con tact center in PRC行业经验Con tact cen ter培训经历管理技能? Control?

3、 Planning? Delegation? Coordination专业技能? Con tact Cen ter start up? Con tact Cen ter operati on plustech no logy man ageme nt? Customer services/ telemarketing/ customer relatio nshipman ageme nt in PRC market通用技能? Communication?Leadership and people man agement职位目的与职责职位目的（存在 的理由，限制和 目标）To build and

4、 man age a top class con tact cen ter which is the core customer service as well as salestran sacti on cha nnel of the compa ny in terms of operati on and tech no logy in the PRC travel in dustry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 buildthe brand asben chmark for con tact

5、 cen teroperati onsintermsofoperational management andtech no logy in the PRC travel industry.? Tomaximizeeveryopport unity in every aspect ofthe customer life cycle to gainmaximum profit for the companyin the PRC market place.? To make use of the con tact center as a vehicle to expa nd bus iness mo

6、del of the compa ny beyond e-travel e.g. assista neeservice? To support the companyPOstrategies in 3 years after launchof service? FullSenior man ageme ntassessme ntOperationalLevelTo build and man age the con tact centeto achieve the follow ing objectives:? Provide prompt and efficient salesservice

7、s to customers in boththe Hong Ko ng and PRCmarkets.Gain repeated revenue andfurther solicit bus in essopportunities with high valuecustomers through excellentAllcustomer service andvalue-added solutions.Work with internal CRM andmarket ing departme nts toacquire, develop, retain andwin-back high value customersby adopti ng CRM