3/4流程改進(jìn)顧問(wèn)職位描述文件職位識(shí)不信息職位名稱ProcessConsultant所屬部門(mén)Contact職位編號(hào)所在都市工作地點(diǎn)Contact出差要求□無(wú)□間或□經(jīng)?！醭ｑv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Manager,QualityAssurance匯報(bào)職位直接下級(jí)職位人員治理權(quán)限薪酬□無(wú)□建議權(quán)□決定權(quán)直接下級(jí)人數(shù)績(jī)效□無(wú)□建議權(quán)□決定權(quán)直接管轄團(tuán)隊(duì)配備□無(wú)□建議權(quán)□決定權(quán)業(yè)務(wù)指導(dǎo)職位Sr.VP,Contact對(duì)職位產(chǎn)生阻礙的外部機(jī)構(gòu)受到職位阻礙的外部機(jī)構(gòu)任職資格教育程度Graduate專業(yè)方向operationresearch,statisticormathematics工作經(jīng)驗(yàn)1yearoraboveinCustomerCareorCallCentreOperationexperience行業(yè)經(jīng)驗(yàn)培訓(xùn)經(jīng)歷治理技能ControlPlanningDelegationCoordination專業(yè)技能Logisticsmanagement&operationpreferablyinPRCtravelindustry通用技能CommunicationLeadershipandpeoplemanagement職位目的與職責(zé)職位目的（存在的理由，限制和目標(biāo)）Todesignend-to-endbusinessandoperationprocessesinaneffectiveandefficientwaytosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.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)不（全部/部分/協(xié)助）衡量標(biāo)準(zhǔn)(數(shù)量、質(zhì)量)業(yè)務(wù)類OperationallevelTodevelopandadoptadvancedprocessmappingmodelforsaketoenhancetheprocessdevelopmenteffectiveness.TorecommendandconsistentlyreviewKPIandservicemetricsinordertoensureitsappropriatenessandalignwithbusinessobjectives.ToworkwithothersdepartmentsforidentificationofanyprocessflawsandensuretheNon-value-addedprocessbeingeliminated.TomonitorprocessperformanceandrecommendactionstoimproveprocesseffectivenessAllKPIsforoperationprocessedesignInter