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1、Manager,Customer Care&Quality AssuranceManager,Customer Care&Quality Assurance岗位岗位说明书说明书职位识别信息职位识别信息职位名称职位编号工作地点版本号工作网络关系工作网络关系直截了当上级职位直截了当下级职位直截了当下级人数直截了当管辖团队业务指导职位对职位产生阻碍的外部机构任职资格任职资格Business教育程度本科或以上专业方向related5 years Contact Centreoperationin which 2 yearsshould be in managerial orsenior supervi
2、sory rolepreferably in foreign MNCKnowledge in Sales andService Management,Process Improvement,Six-Sigma,COPCknowledge 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信orstatisticsVice President,Operationofficer,Customer Care&Quality Assurance8Manager,Customer Care&Quality Assurance受到职位阻碍的外部机构Manager,Customer Care&Qual
3、ity Assurance汇报职位Manager,Customer Care&Quality AssuranceV1.0所属部门所在都市出差要求生效日期contact-center无偶然经常常驻薪酬无 建议权 决定权人员治理绩效无 建议权决定权权限配备无 建议权 决定权工作体会行业体会培训经历核心能力 组织认知 个人治理 绩效导向 可靠性 口头沟通 书面沟通 人际交往通用能力 谈判能力 领导力 团队治理 职员治理 分析/解决问题 打算能力职位目的与职责职位目的与职责专业能力 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 知识治理职位目的存To formulate cus
4、tomer services and sales strategy as to effectively allocate在的理由，限resources to support efficient operations of the contact center as well as various制和目标business lines of the company as a whole.职责范畴(名称、定义、该职责所要达到的结果/目标)战略层面责任级别全部/部分/协助衡量标准(数量、质量)业务战术层类面 Toformulatecustomercommunication andretentionst
5、rategyastoeffectivelyallocate resources and achieverevenueandcustomersatisfaction target.TocollaboratewithQualityAssurance Team in order toaccurateforeseentheeverchangingcustomersAllrequirements and give adviceon external sales and servicepolicies rs To lead a team in constantlyreview customer feedb
6、ack andimproveinternalprocesseffectiveness KPIsforresourcesallocation Internalcustomersatisfaction ExternalcustomersatisfactionStaff attrition操作层面治理类 Toeffectivelymanageandresolvecustomercomplaintsfrominternalandexternalchannels To lead and motivate teams,monitor performance and workwithbuddyteamsto
7、continuouslyimproveworkprocess,policiesandprocedures.Toinitiateandleadanychanges through projects To retain grow and developcompetent team members inordertocopewithfuturebusinessexpansionandindividual career development.Toplanandforeseenanypotentialbusinessandoperation risks,initiate forwardactionto
8、protectcompanyinterest.To plan and implement continuousimprovement mechanism suchas COPC jointly together withTravel Academy 参与下属职员的聘请、任免、考核、晋升和调配，以建立、领导及鼓舞高效团队 负责部门日常工作治理，监督检查本部门人员遵章守纪及工作落实情形 解决部门内工作和谐和人员沟通，营造良好工作氛围 KPIsforresourcesallocation Internalcustomersatisfaction ExternalcustomersatisfactionStaff attritionAll全部部分内部中意度新职员试用期流失率