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1、Manager, Customer Care & Quality Assurance职位描述职位识别信息职位名称Manager, Customer Care & Quality Assurance所属部门contact-center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Vice President, Operation汇报职位直接下级职位officer, Customer Care & Quality Assurance人员管理权限薪酬无 建议权 决定权直接下级人数8绩效无 建议权决定权直接管辖团队配备无 建议权 决定权业务指导职位对职位产
2、生影响的外部机构Manager, Customer Care & Quality Assurance受到职位影响的外部机构Manager, Customer Care & Quality Assurance任职资格教育程度本科或以上专业方向Business or statistics related工作经验5 years Contact Centre operationin which 2 years should be in managerial or senior supervisory role preferably in foreign MNC行业经验Knowledge in Sale
3、s and Service Management, Process Improvement, Six-Sigma, COPC knowledge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 formulate customer services and sales strategy as
4、 to effectively allocate resources to support efficient operations of the contact center as well as various 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)业务类战略层面战术层面 To formulate customer communication and retention strategy as to effectively allocate res
5、ources and achieve revenue and customer satisfaction target. To collaborate with Quality Assurance Team in order to accurate foreseen the ever changing customers requirements and give advice on external sales and service policies rs To lead a team in constantly review customer feedback and improve i
6、nternal process effectiveness All KPIs for resources allocation Internal customer satisfaction External customer satisfactionStaff attrition操作层面 To effectively manage and resolve customer complaints from internal and external channels To lead and motivate teams, monitor performance and work with bud
7、dy teams to continuously improve work process, policies and procedures. To initiate and lead any changes through projects To retain grow and develop competent team members in order to cope with future business expansion and individual career development. To plan and foreseen any potential business a
8、nd operation risks, initiate forward action to protect company interest.To plan and implement continuous improvement mechanism such as COPC jointly together with Travel AcademyAll KPIs for resources allocation Internal customer satisfaction External customer satisfactionStaff attrition 管理类 参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及激励高效团队 负责部门日常工作管理，监督检查本部门人员遵章守纪及工作落实情况 解决部门内工作协调和人员沟通，营造良好工作氛围全部部分内部满意度新员工试用期流失率