资源控制中心主管职位描述文件职位识别信息职位名称Lead Resource Controller所属部门Contact Center职位编号CCSZ0013所在城市工作地点Contact Center出差要求□无□间或□常常□常驻版本号V1.0生效日期工作网络关系直接上级职位Manager, Resource Management汇报职位直接下级职位Resource Controller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5-7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Management in administration & logistics工作经验•3 years or above in Customer Care or Call Centre Operation experience in which 1 years should be in supervisory position行业经验培训经历管理技能• Control• Planning• Delegation• Coordination专业技能• Human resource management & operation in Customer Care or Call Centre Operation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 supervise a team of Resource Controller 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 policies and procedures regarding on the Resource Management functions • To recommend tactics as to ensure the effective management and availability of required human resources of the contact centre operation • To monitor the external threats and take proactively action to inform internal depts. As to minimize operating loss• To manage the workforce management system and design system requirements• To assist Manager, Resource Management to identify and plan for manpower replenishment• To head up the Resource Management and Security Centre and ensure the safety and proper functioning of the organizations• To formulate, plan and implement any risk management measures and spike management planAll•KPIs for human resource management of call center operation•Internal customer satisfaction•External customer satisfaction•Staff attrition
