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1、Manager, Customer Care职位描绘职位识别信息职位名称Manager, Customer Care所属部门Contact Center职位编号所在城市工作地点出差要求无偶然经常常驻版本号V1.0生效日期工作网络关系直截了当上级职位Sr. VP, Contact Center Operation汇报职位直截了当下级职位Customer Care Officer; Retention Officer人员治理权限薪酬无 建议权 决定权直截了当下级人数8绩效无 建议权 决定权直截了当收辖团队装备无 建议权 决定权业务指导职位对职位产生妨碍的外部机构酒店、航空公司、电讯运营商、公司客户
2、遭到职位妨碍的外部机构酒店、航空公司、电讯运营商、公司客户任职资历教育程度Graduate with business or hospitality related degree专业方向Operation management in contact center industry工作经历 More than 5 years Contact Centre Operation experience, 2 of which in managerial or senior supervisory role preferably in foreign MNCs行业经历Contact center培训经历
3、核心才能 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用才能 组织认知 个人治理 绩效导向 可靠性 口头沟通 书面沟通 人际交往 会谈才能 领导力 团队治理 员工治理 分析/处理咨询题 计划才能专业才能 客户效劳 业务知识 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识治理职位目的与职责职位目的(存在的理由,限制和目的)To achieve and exceed customer satisfaction targets职责范围(名称、定义、该职责所要到达的结果/目的)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 formulate custo
4、mer communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. Full Senior management assessment战术层面 To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advic
5、e on external sales and service policies To lead a team in performing mystery shoppers programs To lead a team in constantly review customer feedback and improve internal process effectiveness To effectively manage and resolve customer complaints from internal and external channels To plan and implement continuous improvement mechanism such as COPC All KPIs on customer care Internal customer satisfaction External customer satisfaction操作层面治理类 参与下属员工的招聘、任免、考核、晋升和调配,以建立、领导及鼓励高效团队 负责部门日常工作治理,监视检查本部门人员遵章守纪及工作落实情况 处理部门内工作协调和人员沟通,营建良好工作气氛全部部分内部满意度新员工试用期流失率