1、香港中旅国际投资中央平台人力资源项目Assistant Manager, Operations职位识别信息职位名称Assistant Manager, Operations所属部门Contact Center职位编号CCSZ0010所在城市SZ工作地点Contact Center出差要求无偶尔经常常驻版本号V1.0生效日期2005年6月15日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绩效无 建议权 决定权直接管辖团队配备无 建议
2、权 决定权业务指导职位Sr. VP, Contact Center; General Managers of other departments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 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行业经验培训经历管理技能 Control Planni
3、ng Delegation Coordination专业技能 Customer Care or Call Centre Operation experience通用技能 Communication Leadership and people management 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 var
4、ious 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)Operational level 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 p
5、erformance and conduct 1-on-1 coaching To provide constant on-the-job trainings and ensure the quality of staff. 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 develo
6、p 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 movementAll KPIs of pre-set sales and services Internal customer satisfaction External customer satisfaction Staff attrition 内部文档，注意保密第2页，共2页
