职位描述-流程改进顾问.doc

职位描述文件 职位识别信息 职位名称 Process Consultant 所属部门 Contact Center 职位编号 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15日 Manager, Quality Assurance 汇报职位 直接下级职位 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 operation research, statistic or mathematics 工作经验 1 year or above in Customer Care or Call Centre Operation experience 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 design end-to-end business and operation processes in an effective and efficient way 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) 业务类 Operational level To develop and adopt advanced process mapping model for sake to enhance the process development effectiveness. To recommend and consistently review KPI and service metrics in order to ensure its appropriateness and align with business objectives. To work with others departments for identification of any process flaws and ensure the Non-value-added process being eliminated. To monitor process performance and recommend actions to improve process effectiveness All KPIs for operation processe design Internal customer satisfaction External customer satisfaction Staff attrition 香港中旅国际投资中央平台人力资源项目 内部文档，注意必威体育官网网址 第2页，共2页