VP, Contact Center Technology崗位說(shuō)明書

1、VP, Contact Center Technology職位描述職位識(shí)別信息職位名稱VP, Contact Center Technology所屬部門Contact Center職位編號(hào)所在城市工作地點(diǎn)出差要求無(wú)偶爾經(jīng)常常駐版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位Sr. VP, Operation匯報(bào)職位直接下級(jí)職位Technical Support Manager; Application Development Manager; Knowledge Manager人員管理權(quán)限薪酬無(wú) 建議權(quán) 決定權(quán)直接下級(jí)人數(shù)3績(jī)效無(wú) 建議權(quán) 決定權(quán)直接管轄團(tuán)隊(duì)3配備無(wú) 建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位對(duì)

2、職位產(chǎn)生影響的外部機(jī)構(gòu)技術(shù)服務(wù)商、電信運(yùn)營(yíng)商受到職位影響的外部機(jī)構(gòu)技術(shù)服務(wù)商、電信運(yùn)營(yíng)商任職資格教育程度Graduate專業(yè)方向Senior management in contact center technology工作經(jīng)驗(yàn)More than 8 years IT experience in MNCs, 4 of which in China contact center industry行業(yè)經(jīng)驗(yàn)Contact center IT培訓(xùn)經(jīng)歷核心能力 客戶導(dǎo)向 精誠(chéng)協(xié)作 積極進(jìn)取 立足創(chuàng)新 求真務(wù)實(shí) 敬業(yè)誠(chéng)信通用能力 組織認(rèn)知 個(gè)人管理 績(jī)效導(dǎo)向 可靠性 口頭溝通 書面溝通 人際交往 談判能力

3、 領(lǐng)導(dǎo)力 團(tuán)隊(duì)管理 員工管理 分析/解決問(wèn)題 計(jì)劃能力專業(yè)能力 客戶服務(wù) 業(yè)務(wù)知識(shí) 系統(tǒng)運(yùn)用 銷售技巧 效率導(dǎo)向 質(zhì)量導(dǎo)向 投訴處理 知識(shí)管理職位目的與職責(zé)職位目的（存在的理由，限制和目標(biāo)）To build, manage and maintain a state-of-the-art contact center platform for the company職責(zé)范圍(名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo))責(zé)任級(jí)別（全部/部分/協(xié)助）衡量標(biāo)準(zhǔn)(數(shù)量、質(zhì)量)業(yè)務(wù)類戰(zhàn)略層面 To build, manage and maintain a reliable, stable, multi-cha

4、nnel accessible, flexible, easily expandable and easily compatible contact center platform to support business growth Full Senior management assessment戰(zhàn)術(shù)層面 To carry out technology/solution development and evaluation to continuously enrich the contact center platform and adopt the state-of-the-art te

5、chnology to the contact centre systems for improving efficiency and productivity To design, implement, develop leading edge contact-centre CTI technology. To design and implement customized solutions to meet various changing program demands and business needs. All KPIs on systems Internal customer satisfaction External customer satisfaction Staff attrition 操作層面管理類 參與制定本部門的組織機(jī)構(gòu)、職位編制和職責(zé)分工 參與下屬員工的招聘、任免、考核、晉升和調(diào)配，以建立