文档介绍：ManagerResourceManagement岗位说明书Manager,ResourceManagement职位描述职位识别信息职位名称Manager. ResourceManagement所属部门ContactCenter职位编号所在城市工作地点出差要求□无■偶然□经常□,Operation汇报职位直接下级职位LeadResourceController,ResourceController&municationOfficer人员管理权限薪酬□无■建议权□决定权直接下级人数3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学校、人才服务中介受到职位影响的外部机构学校、人才服务中介任职资格教育程度Graduate专业方向businessorservicemarketingrelatedfield工作经验?5yearsoraboveinCustomerCareorCallCentreOperationexperieneeinwhich2yearsshouldbeinmanagerialroleorsupervisoryposition行业经验培训经历核心能力?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)(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?Toformulateresourcemanagementplanandprocedures,spikemanagement&internalriskmanagementplanastoeffectivelyallocateresourcesandachieverevenueandcustomersatisfactiontarget.?Tosetupexternalrisksmonitoringsystemandfeedbackanyoutbreakofnaturaldisastersand/identtoproductandPRdepartments?urateforeseenthehumanresourcesrequirementandcollaboratewithHRrecruitmentfortheconsistentsupplyofqualityhumanresources??All?KPIs forproductandPRdepartments?KPIs forinternaladminsupport?Internalcustomersatisfaction?Externalcustomersatisfaction?Staffattrition操作层面?ingtraffic?Tosetupandmanageacentralizedcalltraffi