第1页共50页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共50页中国移动四川公司10088呼叫中心运营管理手册北京众信佳科技发展有限公司第2页共50页第1页共50页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共50页目录第一部分：管理架构及岗位职责.........................................................41.110088呼叫中心管理架构.........................................................41.2岗位职责.......................................................................41.2.1呼叫中心经理职责...........................................................41.2.2运营分析岗位职责...........................................................51.2.3质检岗岗位职责.............................................................61.2.4业务组长岗位职责...........................................................61.2.5电话经理岗位职责...........................................................7第二部分：管理制度...................................................................82.1现场行为规范...................................................................82.2设备管理制度...................................................................82.3信息安全保密制度...............................................................92.4交接班制度.....................................................................92.5考勤制度......................................................................102.6组长巡视制度..................................................................112.7弹性排班制度..................................................................112.8定期培训月考制度..............................................................122.9末位淘汰制....................................................................122.10员工离职制度.................................................................132.11员工辞退制度.................................................................132.12会议制度.....................................................................132.12.1班前班后会...............................................................132.12.2工作例会.................................................................142.12.3部门工作例会.............................................................142.12.4会议记录.................................................................14第三部分：招聘培训体系..............................................................163.1人员招聘......................................................................163.1.1招聘的测试与评估..........................................................163.1.2应聘登记表................................................................163.1.3在职人员登记表............................................................173.2人员储备计划..................................................................183.3岗前培训......................................................................193.3.1职业生涯设计..............................................................19第3页共50页第2页共50页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共50页3.3.2基础素质培训..............................................................193.3.3业务知识培训和技能培训....................................................193.4在岗培训......................................................................193.4.1服务技巧培训...........
