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精品资料网（）25万份精华管理资料，2万多集管理视频讲座精品资料网（）专业提供企管培训资料Manager,CustomerCare&QualityAssurance职位描述职位识别信息职位名称Manager,CustomerCare&QualityAssurance所属部门contact-center职位编号所在城市工作地点出差要求□无■偶尔□经常□常驻版本号V1.0生效日期工作网络关系直接上级职位VicePresident,Operation汇报职位直接下级职位officer,CustomerCare&QualityAssurance人员管理权限薪酬□无■建议权□决定权直接下级人数8绩效□无□建议权■决定权直接管辖团队配备□无■建议权□决定权业务指导职位对职位产生影响的外部机构Manager,CustomerCare&QualityAssurance受到职位影响的外部机构Manager,CustomerCare&QualityAssurance任职资格教育程度本科或以上专业方向Businessorstatisticsrelated工作经验5yearsContactCentreoperationinwhich2yearsshouldbeinmanagerialorseniorsupervisoryrolepreferablyinforeignMNC行业经验KnowledgeinSalesandServiceManagement,ProcessImprovement,Six-Sigma,COPCknowledge培训经历核心能力•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•计划能力专业能力•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•知识管理职位目的与职责职位目的（存在的理由，限制和目标）Toformulatecustomerservicesandsalesstrategyastoeffectivelyallocateresourcestosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.职责范围(名称、定义、该职责所要达到的结果/目标)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•Toformulatecustomercommunicationandretentionstrategyastoeffectivelyallocateresourcesandachieverevenueandcustomersatisfactiontarget.•TocollaboratewithQualityAssuranceTeaminordertoaccurateforeseentheeverchangingcustomersrequirementsandgiveadviceonexternalsalesandservicepoliciesrs•ToleadateaminconstantlyreviewcustomerfeedbackandimproveinternalprocesseffectivenessAll•KPIsforresourcesallocation•Internalcustomersatisfaction•ExternalcustomersatisfactionStaffattrition操作层面•Toeffectivelymanageandresolvecustomercomplaintsfrominternalandexternalchannels•Toleadandmotivateteams,monitorperformanceandworkwithbuddyteamstocontinuouslyimproveworkprocess,policiesandprocedures.•Toinitiateandleadanychangesthroughprojects•Toretaingrowanddevelopcompetentteammembersinordertocopewithfuturebusinessexpansionandindividualcareerdevelopment.•Toplanandforeseenanypotentialbusinessandoperationrisks,initiateforwardactiontoprotectcompanyinterest.ToplanandimplementcontinuousimprovementmechanismsuchasCOPCjointlytogetherwithTravelAcademyAll•KPIsforresourcesallocation•Internalcustomersatisfaction•ExternalcustomersatisfactionStaffattrition管理类•参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及激励高效团队•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，营造良好工作氛围全部部分内部满意度新员工试用期流失率