•To supportthe company’sIPO strategies in 3 years after launch of service
•Full
Senior management assessment
Operational Level
To build and manage the contact center to achieve the following objectives:
•To maximizeeveryopportunityineveryaspect of thecustomerlifecycleto gain maximum profit forthe companyin the PRC market place.
•To make use of the contact center as a vehicle to expand business model of the company beyond e-travel e.g. assistance service
高级副总裁职位描述文件
职位识别信息
职位名称
Sr. VP,ContactCenter
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
COO
汇报职位
直接下级职位
VP,ContactCenterOperation; VP,ContactCenterTechnology; Manager, Customer Care & Quality Assurance; Manager, Admin & Fulfillment
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
战略层面
•To build the brand asbenchmark for contact center operations in terms of operational management andtechnologyin the 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 build and manage a top class contact center which is the core customer service as well as sales transaction channel of the company in terms of operation and technology in the PRC travel industry
Work with internal CRM and marketing departmentsto acquire, develop, retainandwin-back high value customersby adopting CRM business concept.
All
•Profit & Loss
•Coordination
专业技能
•ContactCenterstart up
•ContactCenteroperation plus technology management
•Customer services/ telemarketing/ customer relationship management in PRC market
工作经验
More than 10 yearsChinasenior management experiences in MNCs, 5 of which in contact center in PRC
行业经验
Contact center
培训经历
管理技能
•Control
•Planning
•Delegation
人员管理权限
薪酬
□无□建议权□决定权
直接下级人数
5
绩效
□无□建议权□决定权
直接管辖团队
555
配备
□无□建议权□决定权
业务指导职位
COO; General Manager 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
Senior ml customer satisfaction
•External customer satisfaction
•Staff attrition
Provide prompt and efficient sales services to customersin both theHong Kongand PRC markets.
Gain repeated revenue and further solicit business opportunities with high value customersthroughexcellentcustomer service and value-added solutions.