资源管理经理岗位说明书.docVIP

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