職位描述資源管理經(jīng)理

1、職位描述文件職位識別信息職位名稱Man ager.ResourceMan ageme nt所屬部門Con tact Cen ter職位編號所在城市SZ工作地點Con tact Cen ter出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期2005年6月15日工作網(wǎng)絡關系直接上級職位Sr. V P, Operation匯報職位直接下級職位Lead Resource Con troller,Resource Con troller & StaffCommuni cati on Officer人員 管理 權限薪酬無建議權決定權直接下級人數(shù)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

2、職位Sr. VP, Con tact Cen ter; Gen eral Man agers of other departme nts對職位產(chǎn)生影 響的外部機構受到職位影 響的外部機 構任職資格教育程度Graduate專業(yè)方向bus in ess or service market ing related field工作經(jīng)驗? 5 years or above in Customer Care or Call Centre Operati on experie nee in which 2 years should be in man agerial role or supervisory

3、positi on行業(yè)經(jīng)驗培訓經(jīng)歷管理技能? Control? Planning? Delegation? Coordination專業(yè)技能? Logistics management & operati on preferably in PRC travel in dustry通用技能? Communication? Leadership and people man ageme nt職位目的與職責職位目的存在 的理由，限制和 目標To man age the resource con trolli ng secti ons to support efficie nt operati

4、 ons of the con tact cen ter as well as various bus in ess lines of the compa ny as a whole職責范圍名稱、定義、該職責所要到達的結果/目標責任級別全部/ 局部/協(xié) 助衡量標準數(shù)量、質量Operati onal level? To formulate resource management pla n and procedures, spike man ageme nt & in ter nal risk man ageme nt pla n as to effectively allocate r

5、esources and achieve reve nue and customer satisfacti on target.? To set up external risks monitoring system and feedback any outbreak of n atural disasters an d/or major fatal traffic accide nt to product and PR departme nts? To lead and work with fellow teams in order to accurate foresee n the hum

6、a n resources requireme nt and collaborate with HR recruitme nt for the con siste nt supply of quality huma n resources? To direct a team in managing the staff moveme nt in order to cope with actual incoming traffic? To set up and man age a cen tralized call traffic and resource man ageme nt system

7、which covers SZ HQ, HK Call Centre and other exte nsion arms in n ear future? To lead and motivate teams, monitor performa nee and work with buddy teams to con ti nuously improve work process, policies and procedures.? To retain grow and develop compete nt team members in order to cope with future b

8、us in ess expa nsion and in dividual career developme nt.? To plan and foreseen any potential bus in ess and operati on risks, in itiate forward acti on to protect compa ny in terest.All? KPIs for product andPRdepartme nts? KPIs for internal adm in support? Internal customer satisfacti on? External

9、customer satisfacti on? Staff attritionWord是學生和職場人士最常用的一款辦公軟件之一，99.99% 的人知道它，但其實，這個軟件背后，還有一大批隱藏技能你不知道。掌握他們，你將開啟新世界的大門。Tab+Enter,在編過號以后，會自動編號段落Ctrl + D 調出字體欄，配合 Tab+Enter 全鍵盤操作吧Ctrl + L 左對齊， Ctrl + R 右對齊， Ctrl + E 居中Ctrl + F 查找，Ctrl + H 替換。然后關于替換，里面又大有學問！有時候Word文檔中有許多多余的空行需要刪除，這個時候我們可以完全可以用查找替換來輕松解決。翻開 編輯菜單中的 替換對話框，把光標定位在 查找內容輸入框中，單擊 高級按鈕，選擇 特 殊字符中的段落標記兩次，在輸入