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1、Manager,Resource ManagementManager,Resource Management职位描述职位描述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接上级职位直接下级职位Sr.V P,OperationLead Resource Controller,Resource Controller&StaffCommunication Officer3学校、人才效劳中介受到职位影响的外部机构学校、人才效劳中介汇报职位薪酬无 建议权 决定权Manager,ManagementResource所属部门所在城市出差要求生效日期Contact Cente
2、r无偶尔经常常驻直接下级人数直接管辖团队业务指导职位对职位产生影响的外部机构任职资格任职资格教育程度人员管理绩权限效配备无 建议权 决定权无 建议权 决定权Graduate5 years or above inCustomer Care or CallCentre Operation专业方向business or servicemarketing related field工作经验experience in which 2years should be inmanagerial role orsupervisory 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
3、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 方案能力专业能力 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 知识管理职位目的与职责职位目的与职责职位目的 存在的理由，限制和目标To manage the resource controlling sections to support efficientoperations of the contact center as well as various business lines ofthe company
4、as a whole.责任级别全部/衡量标准局部/协(数量、质量)助职责范围(名称、定义、该职责所要到达的结果/目标)战略层面 KPIsforproduct andPRdepartments KPIsforinternaladminsupport Internalcustomersatisfaction Externalcustomersatisfaction Staffattrition业务战术层面类 To formulate resource managementplanandprocedures,spikemanagement&internalriskmanagement plan as
5、 to effectivelyallocateresourcesandachieverevenue and customer satisfactiontarget.To set up external risks monitoringsystem and feedback any outbreakof natural disasters and/or major Allfatal traffic accident to product andPR departments To lead and work with fellow teamsin order to accurate foresee
6、n thehuman resources requirement andcollaborate with HR recruitment fortheconsistentsupplyofqualityhuman resources操作层面 To direct a team in managing thestaff movement in order to cope withactual incoming traffic To set up and manage a centralizedcall traffic and resource managementsystem which covers
7、 SZ HQ,HKCall Centre and other extensionarms in near future To lead and motivate teams,monitorperformance and work with buddy Allteams to continuously improve workprocess,policies and procedures.Toretaingrowanddevelopcompetent team members in order tocope with future business expansionand individual
8、 career development.To plan and foreseen any potentialbusiness and operation risks,initiateforward action to protect companyinterest.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，营造良好工作气氛全部局部 KPIsforproduct andPRdepartments KPIsforinternaladminsupport Internalcustomersatisfaction Externalcustomersatisfaction Staffattrition管理类内部满意度新员工试用期流失率