【呼叫中心运营手册】呼叫中心运营流程目录一、运营中心管理体系：.......................................................................................................3（一）中心管理组织架构.......................................................................................................3（二）中心管理人员配比标准...............................................................................................4（三）各管理位岗位职责.......................................................................................................4（四）人员晋升制度.............................................................................................................12二、人员培训：.....................................................................................................................13（一）人员录用要求.............................................................................................................13（二）岗前培训.....................................................................................................................14（三）在岗培训.....................................................................................................................16（四）拓展培训.....................................................................................................................17三、劳动纪律：.....................................................................................................................18（一）现场行为规范.............................................................................................................18（二）考勤制度.....................................................................................................................20（三）文件保密制度.............................................................................................................22（四）呼叫中心客户资料及薪资保密制度.........................................................................23（五）员工岗位调动管理规定.............................................................................................24（六）加班制度................................................................