MRM岗位说明书

随心编辑，值得下翩有！YOURCOMPANYNAMEISHERELOGO专业|专注|精心丨卓越beikeZhan9【岗位职责】MRM岗位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.VP,Operation汇报职位LeadResourceController,Re直接下级职位sourceController&StafCo人员薪酬□无■建议权□决定权mmunicationOfficer管理直接下级人数3权限绩效□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?5yearsoraboveinCustomerCareorCallCentreOperationexperienceinwhich2yearsshouldbeinmanagerialroleorsupervisoryposition行业经验经历核心能力?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?/解决问题?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）Tomanagetheresourcecontrollingsectionstosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.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（数量、质量）业务类战略层面战术层面?Toformulateresourcemanagementplanandprocedures,spikemanagement&internalriskmanagementplanastoeffectivelyallocateresourcesandachieverevenueandcustomersatisfactiontarget.?Tosetupexternalrisksmonitoringsystemandfeedbackanyoutbreakofnaturaldisastersand/ormajorfataltrafficaccidenttoproductandPRdepartments?ToleadandworkwithfellowteamsinordertoaccurateforeseenthehumanresourcesrequirementandcollaboratewithHRrecruitmentfortheconsistentsupplyofqualityhumanresources??All?KPIsforproductandPRdepartments?KPIsforinternaladminsupport?Internalcustomersatisfaction?Externalcustomersatisfaction?Staffattrition操作层面?Todirectateaminmanagingthestaffmovementinordertocopewithactualincomingtraffic?TosetupandmanageacentralizedcalltrafficandresourcemanagementsystemwhichcoversSZHQ,HKCallCentreandotherextensionarmsinnearfuture?Toleadandmotivateteams,monitorperformanceandworkwithbuddyteamstocontinuouslyimproveworkprocess,policiesandprocedures.?Toretaingrowanddevelopcompetentteammembersinordertocopewithfuturebusinessexpansionandindividualcareerdevelopment.?Toplanandforeseenanypotentialbusinessandoperationrisks,initiateforwardactiontoprotectcompanyinterest.?All?KPIsforproductandPRdepartments?KPIsforinternaladminsupport?Internalcustomersatisfaction?Externalcustomersatisfaction?Staffattrition管理类?参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及激励高效团队?负责部门日常工作管理，监督检查本部门人员遵章守纪及工作落实情况?解决部门内工作协调和人员沟通，营造良好工作氛围全部部分内部满意度新员工试用期流失率