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1、Lead Resource Controller职位描述文件职位识别信息职位名称Lead Resource Controller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Manager, Resource Management汇报职位直接下级职位Resource Controller人员管理权限薪酬无 建议权 决定权直接下级人数3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Management in
2、administration & logistics工作经验 3 years or above in Customer Care or Call Centre Operation experience in which 1 years should be in supervisory position行业经验培训经历核心能力 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
3、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 supervise a team of Resource Controller 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 policies and procedures regarding on
4、the Resource Management functions To recommend tactics as to ensure the effective management and availability of required human resources of the contact centre operation 操作层面 To monitor the external threats and take proactively action to inform internal depts. As to minimize operating loss To manage
5、 the workforce management system and design system requirements To assist Manager, Resource Management to identify and plan for manpower replenishment To head up the Resource Management and Security Centre and ensure the safety and proper functioning of the organizations To formulate, plan and imple
6、ment any risk management measures and spike management plan All KPIs for human resource management of call center operation Internal customer satisfaction External customer satisfaction Staff 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