资源控制新中心主管岗位说明书.doc免费

资源控制中心主管职位描述文件 职位识别信息 职位名称 Lead Resource Controller 所属部门 Contact 职位编号 CCSZ0013 所在城市 工作地点 Contact 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 Manager, Resource Management 汇报职位 直接下级职位 Resource Controller 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 5-7 配备 □无 □建议权 □决定权 业务指导职位 Sr. VP, Contact 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 Management in administration logistics 工作经验 3 years or above in Customer Care or Call Centre Operation experience in which 1 years should be in supervisory position 行业经验 培训经历 管理技能 Control Planning Delegation Coordination 专业技能 Human resource management operation in Customer Care or Call Centre Operation 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 supervise a team of Resource Controller 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 policies and procedures regarding on the Resource Management functions To recommend tactics as to ensure the effective management and availability of required human resources of the contact centre operation To monitor the external threats and take proactively action to inform internal depts. As to minimize operating loss To manage the workforce management system and design system requirements To assist Manager, Resource Management to identify and plan for manpower replenishment To head up the Resource Management and Security Centre and ensure the safety and proper functioning of the organizations To formulate, plan and implement any risk management measures and spike management plan All KPIs for human resource management of call center operation Internal customer satisfaction External customer satisfaction Staff attrition