职位描述-客户w关怀经理.docVIP

职位描述文件 职位识别信息 职位名称 Manager, Customer Care 所属部门 Contact Center 职位编号 CCSZ0005 所在城市 SZ 工作地点 Contact Center 出差要求 □无□偶尔□经常□常驻 版本号 V1.0 生效日期 2005年6月5日 Sr. VP, Contact Center Operation 汇报职位 直接下级职位 Customer Care Officer; Retention Officer 人员管理权限 薪酬 □无□建议权 □决定权 直接下级人数 2 绩效 □无 □建议权 □决定权 直接管辖团队 8 配备 □无 □建议权 □决定权 业务指导职位 VP, Contact Center Operation; General Manager 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 with business or hospitality related degree 专业方向 Operation management in contact center industry 工作经验 More than 5 years Contact Centre Operation experience, 2 of which in managerial or senior supervisory role preferably in foreign MNCs 行业经验 Contact center 培训经历 管理技能 Control Planning Delegation Coordination 专业技能 Sales and Service Management, COPC knowledge 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 achieve and exceed customer satisfaction targets 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) 业务类 战略层面 To formulate customer communication and retention strategy as to effectively allocate resources and achieve revenue and customer satisfaction target. Full Senior management assessment Operational Level To collaborate with Quality Assurance Team in order to accurately foreseen the ever changing customers requirements and give advice 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 下面是“十个小故事大道理”不需要的朋友可以下载后编辑删除！！！谢谢！！！ 小故事1、《扁鹊的医术》 　　魏文王问名医扁鹊说：“你们家兄弟三人，都精于医术，到底哪一位最好呢? 　　扁鹊答：“长兄最好，中兄次之，我最差。 　　文王再问：“那么为什么你最出名呢? 　　扁鹊答：“长兄治病，是治病于病情发作之前。由于一般人不知道他事先能铲除病因，所以他的名气无法传出去;中兄治病，是治病于病情初起时。一般人以为他只 能治轻微的小病，所以他