运营助理岗位说明书.docx

职位描述文件职位识别信息职位名称Operation Officer所属部门Contact Center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2005年6月15日工作网络关系直接上级职位VP, operation汇报职位直接下级职位Nil人员管理权限薪酬无建议权 决定权直接下级人数0绩效无 建议权 决定权直接管辖团队0配备无 建议权 决定权业务指导职位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University or above专业方向Business or English related工作经验 1 year administration or secretarial support preferably in foreign MNC 行业经验· Microsoft Office and Translation培训经历管理技能 Leadership Skill专业技能 Microsoft Office and Translation, Excellent English communication and writing skill通用技能 Communication Team Work Positive Working Attitude Willing to Work Under Pressure职位目的与职责职位目的（存在的理由，限制和目标）To provide administrative and translation 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)业务类Operational level· To prepare and monitor the implementation of all operational policies and procedures and act as central focal point.· To consolidate all related operational management reports for VP, Operation and senior operation management team, which include regular sales, service and customer complaints and satisfaction survey.· To built up business model / operational matrix and analyze for upcoming trends and alert senior management on red flag events· To maintain a internal database for all related performance reports and benchmarking reports· To monitor operating expenses, staff attrition and performance reports· To act as central point for all operational MIS, performance, sales and customer satisfaction report maintenance. · To act as the focal point and communication officer of Operation Branch/DepartmentAll KPIs for internal admin support Internal customer satisfaction External customer satisfaction