岗位职责小资料大全114.doc

资源管理经理职位描述文件职位识别信息职位名称Manager, Resource Management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Sr. V P, Operation汇报职位直接下级职位Lead Resource Controller, Resource Controller & Staff Communication Officer人员管理权限薪酬□无□建议权 □决定权直接下级人数绩效□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Sr. VP, Contact Center; General Managers of other departments对职位产生影响的外部机构受到职位影响的外部机构任职资格教育程度Graduate专业方向business or service marketing related field工作经验• 5 years or above in Customer Care or Call Centre Operation experience in which 2 years should be in managerial role or supervisory position 行业经验培训经历管理技能• Control• Planning• Delegation• Coordination专业技能• Logistics management & operation preferably in PRC travel industry通用技能• Communication• Leadership and people management 职位目的与职责职位目的（存在的理由，限制和目标）To manage the resource controlling sections to support efficient operations of the contact center as well as various business lines of the company as a whole.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)Operational level• To formulate resource management plan and procedures, spike management & internal risk management plan as to effectively allocate resources and achieve revenue and customer satisfaction target.• To set up external risks monitoring system and feedback any outbreak of natural disasters and/or major fatal traffic accident to product and PR departments• To lead and work with fellow teams in order to accurate foreseen the human resources requirement and collaborate with HR recruitment for the consistent supply of quality human resources • To direct a team in managing the staff movement in order to cope with actual incoming traffic• To set up and manage a centralized call traffic and resource management system which covers SZ HQ, HK Call Centre and other extension arms in near future• To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures.• To retain grow and develop competent team members in order to cope with future business expansion and individual career development.• To plan and foreseen any potential business and operation risks, initiate forward action to protect company interest.All• KPIs for product and PR departments • KPIs for internal admin support• Internal customer satisfaction• External customer satisfaction• Staff attrition 。