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職位編號所在城市工作地點出差要求無偶爾經常常駐版本號V1.0生效日期工作網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、公司客戶受到職位影響的外

2、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專業方向Operation management in contact center industry工作經驗 More than 5 years Contact Centre Operation experience, 2 of which in managerial or senior supervisory role preferably in foreign MNCs行業經驗Contact center培訓經歷核心能力 客戶導

3、向 精誠協作 積極進取 立足創新 求真務實 敬業誠信通用能力 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 計劃能力專業能力 客戶服務 業務知識 系統運用 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/協助）衡量標準(數量、質量)業務類戰略層面 To formulate customer commu

4、nication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. Full Senior management assessment戰術層面 To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advice on exte

5、rnal 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，