職位描述-ContactCenterMgr CustomerCare

1、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SZ工作地點出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期2005年7月15日工作網(wǎng)絡關系直接上級職位Sr. VP, Contact Center Operation匯報職位直接下級職位Customer Care Officer; Retention Officer人員管理權限薪酬無 建議權 決定權直接下級人數(shù)8績效無 建議權 決定權直接管轄團隊配備無 建議權 決定權業(yè)務指導職位對職位產生影響的外部機構酒店、航空公司、電訊運營商、

2、公司客戶受到職位影響的外部機構酒店、航空公司、電訊運營商、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 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Contact center

3、培訓經(jīng)歷核心能力 客戶導向 精誠協(xié)作 積極進取 立足創(chuàng)新 求真務實 敬業(yè)誠信通用能力 組織認知 個人管理 績效導向 可靠性 口頭溝通 書面溝通 人際交往 談判能力 領導力 團隊管理 員工管理 分析/解決問題 計劃能力專業(yè)能力 客戶服務 業(yè)務知識 系統(tǒng)運用 銷售技巧 效率導向 質量導向 投訴處理 知識管理職位目的與職責職位目的（存在的理由，限制和目標）To achieve and exceed customer satisfaction targets職責范圍(名稱、定義、該職責所要達到的結果/目標)責任級別（全部/部分/協(xié)助）衡量標準(數(shù)量、質量)業(yè)務類戰(zhàn)略層面 To formulate cu

4、stomer communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. Full Senior management assessment戰(zhàn)術層面 To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give ad

5、vice 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、晉升和調配，