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1、高级副总裁职位描绘文件职位识别信息职位名称Sr. VP, Contact Center 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COO汇报职位直截了当下级职位VP, Contact Center Operation; VP, Contact Center Technology; Manager, Customer Care Quality Assurance; Manager, Admin Fulfillment人员治理权限薪酬无建议权 决定权直截了当下级人数5绩效无 建议权 决定权直截了当收辖团队55
2、5装备无 建议权 决定权业务指导职位COO; General Manager of other departments对职位产生妨碍的外部机构遭到职位妨碍的外部机构任职资历教育程度Graduate专业方向Senior management in contact center 工作经历More than 10 years China senior management experiences in MNCs, 5 of which in contact center in PRC行业经历Contact center培训经历治理技能 Control Planning Delegation Coor
3、dination专业技能 Contact Center start up Contact Center operation plus technology management Customer services/ telemarketing/ customer relationship management in PRC market 通用技能 Communication Leadership and people management 职位目的与职责职位目的（存在的理由，限制和目的）To build and manage a top class contact center which i
4、s the core customer service as well as sales transaction channel of the company in terms of operation and technology in the PRC travel industry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 build the brand as benchmark for contact center operations in terms of operational management an
5、d technology in the PRC travel industry. To maximize every opportunity in every aspect of the customer life cycle to gain maximum profit for the company in the PRC market place. To make use of the contact center as a vehicle to expand business model of the company beyond e-travel e.g. assistance ser
6、vice To support the companys IPO strategies in 3 years after launch of service FullSenior management assessmentOperational LevelTo build and manage the contact center to achieve the following objectives: Provide prompt and efficient sales services to customers in both the Hong Kong and PRC markets.
7、Gain repeated revenue and further solicit business opportunities with high value customers through excellent customer service and value-added solutions. Work with internal CRM and marketing departments to acquire, develop, retain and win-back high value customers by adopting CRM business concept.All Profit Loss Internal customer satisfaction External customer satisfaction Staff attrition