高級營運經(jīng)理崗位說明書

1、高級營運經(jīng)理職位描述文件職位識別信息職位名稱AssistsntVicePresident/SeniorManager,Operations所屬部門contact-center職位編號所在城市工作地點出差要求無偶爾經(jīng)?？诔ｑv版本號V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級職位VicePresident,Operation匯報職位人力資源部經(jīng)理直接下級職位Manager,Operations&Manager,TicketingCentreOperation人員管理權(quán)限薪酬無建議權(quán)決定權(quán)直接下級人數(shù)1人績效無建議權(quán)決定權(quán)直接管轄團隊配備無建議權(quán)決定權(quán)業(yè)務(wù)指導職位對職位產(chǎn)生影響的外部機構(gòu)政府勞動部門受到職位

2、影響的外部機構(gòu)任職資格教育程度本科或以上專業(yè)方向preferablewithMBA工作經(jīng)驗10yearsoraboveofContactCentreOperationinwhich5yearsshouldbeinseniormanagerialrole行業(yè)經(jīng)驗KnowledgeinsalesandServiceManagement,ProcessImprovement,ContactCentreTechnologyandCRM,preferablyinforeignMNC培訓經(jīng)歷管理技能?政策理解能力、較強的邏輯思維分析能力、良好的協(xié)調(diào)溝通能力及組織管理能力專業(yè)技能通用技能?精通計算機及網(wǎng)絡(luò)應(yīng)

3、用能力?熟練英語職位目的與職責職位目的（存在的理由，限制和目標）Toformulatecustomerservicesandsalesstrategyastoeffectivelyallocateresourcestosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.職責范圍（名稱、定義、該職責所要達到的結(jié)果/目標）責任級別（全部/部分/協(xié)助）衡量標準（數(shù)量、質(zhì)量）業(yè)務(wù)類戰(zhàn)略層面戰(zhàn)術(shù)層面操作層面1) Toprepare,approveandcloselymon

4、itordepartmentoperatingbudgetandexpenses；2) TocollaboratewithResourceManagementTeaminordertoaccurateforeseenthehumanresourcesrequiremen；3) TobuildupandfostercustomerserviceandsalesToestablishawinningteamwhichconsistsofCallCentre,e-serviceoperationandcorporateaccountsservicingwithinitialstaffsizeofov

5、er4004) Toleadandmotivateteams,monitorperformsneeandworkwithbuddyteamstocontinuouslyimproveworkprocess,policiesandprocedures；5) Toretaingrowanddevelopcompetentteammembersinordertocopewithfuturebusinessexpansionandindividualcareerdevelopment；6) Toplanandforeseenanypotentialbusinessandoperationrisks,initiateforwardactiontoprotectcompanyinterest7) Toplanandimplementcontinuousimprovementmechanism.AllKP