香港中旅国际投资中央平台人力资源项目职位描述文件示例职位识别信息职位名称VP,ContactCenterOperation所属部门ContactCenter职位编号CCSZ0002所在城市SZ工作地点ContactCenter出差要求□无□偶尔□经常□常驻版本号V1.0生效日期2005年5月1日工作网络关系直接上级职位Sr.VP,ContactCenter汇报职位直接下级职位AVP,ContactCenterOperation;Manager,QualityAssurance;HeadofTravelAcademy;Manager,FareDeskOperation;Manager,ResourceManager;Manager,HKOperation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□决定权直接管辖团队500配备□无□建议权□决定权业务指导职位Sr.VP,ContactCenter;GeneralManagerofotherdepartments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Seniormanagementincontactcenteroperation工作经验Morethan10yearscontactcenteroperationmanagementinMNCs,5ofwhichinthePRCmarket行业经验Contactcenter培训经历管理技能•Control•Planning•Delegation•Coordination专业技能•Contactcenteroperationmanagement•Knowledgeincontactcentertechnology•Customerservices/telemarketing/customerrelationshipmanagement通用技能•Communication•Leadershipandpeoplemanagement内部文档，注意保密第1页，共2页香港中旅国际投资中央平台人力资源项目职位目的与职责职位目的（存在的理由，限制和目标）Tocosteffectivelymanageperformanceandservicelevelsofthecontactcentersothattheyareinlinewithcompanyobjectivesandexpectationstogeneraterevenueandprofit.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•Todevelopbothstaffandprocessestomaintainatop-classcontactcenterperformanceandserviceculturetobestserveclientsconsistently.•Full•Revenue•KPIsachievementOperationalLevel•Toberesponsiblefortheday-to-dayplanning,managementandcontrolofthecallcenteroperationswhilstseekingoperationalcostsavings.•Toensurethatlogisticsanddetailsmeetrequirementsfornewpromotionalprograms.•Toensureahighbutcost-effectivestaffmoraleandteamspiritrecognizing,forexample,theneedforgoodstaffempathy,communicationsaswellasmarketpay,breaks,churn,recruitmenttimeandcosts,skillsandtraining.•Tomeasurecall-centeroperationsKPIandseekimprovementsintheseareasagainstworldbenchmarks.•Toberesponsibleforpropertyneedstocopewithexpansionneeds.All•Costperseat•Internalcustomersatisfaction•Externalcustomersatisfaction•Staffattrition•OperationalKPIachievements内部文档，注意保密第2页，共2页
