职位描述-支援及配送经理.doc

职位描述文件 职位识别信息 职位名称 Manager, Contact 所属部门 Contact 职位编号 CCSZ0004 所在城市 SZ 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 2005年6月15日 工作网络关系 直接上级职位 Sr. VP, Contact 汇报职位 直接下级职位 Support Officer; Fulfillment Officer; 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 11 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 5 years logistics operation in which 2 years should be in managerial or senior supervisory level 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 administration and logistics 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 fulfillment and logistics strategy and plan to support achieving revenue and customer satisfaction target. To lead a team of Admin Logistics Officers to provide internal admin supports and manage external delivery partners To investigate complaints relating to delivery issues and take timely appropriate remedy actions. To plan and foresee potential business and admin operational risks to protect company interests. All Service levels with external delivery partners KPIs for self delivery team KPIs for internal admin support Internal customer satisfaction External customer satisfaction Staff attrition