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1、Resource Controller职位描绘文件职位识别信息职位名称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Lead Resource Controller, Resource Management汇报职位直截了当下级职位人员治理权限薪酬无 建议权 决定权直截了当下级人数绩效无 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学校、人才效劳中介遭到职位妨碍的外部机构学校、人才效劳中介任职资历教育程度Graduate专业方向a
2、viation or travel preferred工作经历 1 years or above in Customer Care or Call Centre Operation experience行业经历培训经历核心才能 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 assist in formu
3、lation of policies and procedures regarding on the Resource Management functions 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)业务类战略层面战术层面操作层面 To man the resource management centre a
4、nd responsible for staff scheduling, monitor incoming call traffic and allocate resources to tackle with any unexpected spike and trough To monitor the external threats and take proactively action to inform internal depts. As to minimize operating loss, such as any natural disaster, serious flight a
5、ccidents and so forth To assist Lead Resource Controller, Resource Management to identify and plan for manpower replenishment To execute internal security management functions and ensure the safety and proper functioning of the organizations To assist in formulating, plan and implement any risk management measuresAll KPIs for resource controlling Internal customer satisfaction External customer satisfaction Staff attrition 治理类