崗位職責(zé)_assistant manager崗位說明書大全5

努力了的才叫夢想，不努力的就是空想！如果你一直空想的話，無論看多少正能量語錄，也趕不走滿滿的負(fù)能量！你還是原地踏步的你，一直在看別人進(jìn)步。Manager, Customer Care職位描述職位識別信息職位名稱Manager, Customer Care所屬部門Contact Center職位編號所在城市工作地點(diǎn)出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級職位Sr. VP, Contact Center Operation匯報(bào)職位直接下級職位Customer Care Officer; Retention Officer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)8績效無 建議權(quán) 決定權(quán)直接管轄團(tuán)隊(duì)配備無 建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位對職位產(chǎn)生影響的外部機(jī)構(gòu)酒店、航空公司、電訊運(yùn)營商、公司客戶受到職位影響的外部機(jī)構(gòu)酒店、航空公司、電訊運(yùn)營商、公司客戶任職資格教育程度Graduate with business or hospitality related degree專業(yè)方向Operation management in contact center industry工作經(jīng)驗(yàn) More than 5 years Contact Centre Operation experience, 2 of which in managerial or senior supervisory role preferably in foreign MNCs行業(yè)經(jīng)驗(yàn)Contact center培訓(xùn)經(jīng)歷核心能力 客戶導(dǎo)向 精誠協(xié)作 積極進(jìn)取 立足創(chuàng)新 求真務(wù)實(shí) 敬業(yè)誠信通用能力 組織認(rèn)知 個(gè)人管理 績效導(dǎo)向 可靠性 口頭溝通 書面溝通 人際交往 談判能力 領(lǐng)導(dǎo)力 團(tuán)隊(duì)管理 員工管理 分析/解決問題 計(jì)劃能力專業(yè)能力 客戶服務(wù) 業(yè)務(wù)知識 系統(tǒng)運(yùn)用 銷售技巧 效率導(dǎo)向 質(zhì)量導(dǎo)向 投訴處理 知識管理職位目的與職責(zé)職位目的（存在的理由，限制和目標(biāo)）To achieve and exceed customer satisfaction targets職責(zé)范圍(名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo))責(zé)任級別（全部/部分/協(xié)助）衡量標(biāo)準(zhǔn)(數(shù)量、質(zhì)量)業(yè)務(wù)類戰(zhàn)略層面 To formulate customer communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. Full Senior management assessment戰(zhàn)術(shù)層面 To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advice on external sales and service policies To lead a team in performing mystery shoppers programs To lead a team in constantly review customer feedback and improve internal process effectiveness To effectively manage and resolve customer complaints from internal and external channels To plan and implement continuous improvement mechanism such as COPC All KPIs on customer care Internal customer satisfaction External customer satisfaction操作層面管理類 參與下屬員工的招聘、任免、考核、晉升和