AssistantManager,TrainingOperations崗位說(shuō)明書(shū)

1、職位識(shí)別信息職位名稱AssistantManager, TrainingOperations所屬部門Con tact Cen ter職位編號(hào)所在城市工作地占八、出差 要求無(wú)偶爾口 經(jīng)常常駐版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位Head, TravelAcademy匯報(bào)職位直接下級(jí)職位Training Leaders (Sales& Services, Domestic product; International product); Training Administrator人 員 管 理 權(quán) 限薪酬無(wú)建議 權(quán)決定權(quán)直接下級(jí)人數(shù)4績(jī)效無(wú)建議 權(quán)決定權(quán)直接管 轄團(tuán)隊(duì)配 備無(wú)建議 權(quán)決定

2、權(quán)業(yè)務(wù)指導(dǎo)職位對(duì)職位 產(chǎn)生影 響的外 部機(jī)構(gòu)酒店、航空公 司、電信運(yùn)營(yíng) 商、公司客戶受到 職位 影響 的外 部機(jī) 構(gòu)任職資格教育程 度Graduate專業(yè) 方向trai ning, huma n resourees or soeial seie nee工作經(jīng)驗(yàn)? 4 year or above in Customer Care or Call Cen tre Operati on experie nee in which one year should be in supervisor y or above行業(yè)經(jīng)驗(yàn)培訓(xùn)經(jīng)歷核心 能力?客戶導(dǎo)向 ?精誠(chéng)協(xié)作?積極進(jìn)取 ?立足創(chuàng)新?求真務(wù)實(shí) ?敬業(yè)

3、誠(chéng)信通用能 力?組織認(rèn)知?個(gè)人管理?績(jī)效導(dǎo)向?可靠性? 口頭溝通?書(shū)面溝通?人際交往?談判能力?領(lǐng)導(dǎo)力?團(tuán)隊(duì)管理?員工管理?分析/解決 問(wèn)題?計(jì)劃能力專業(yè) 能力?客戶服務(wù) ?業(yè)務(wù)知識(shí) ?系統(tǒng)運(yùn)用?銷售技巧 ?效率導(dǎo)向 ?質(zhì)量導(dǎo)向?投訴處理 ?知識(shí)管理職位目的與職責(zé)職位目 的（存 在的理 由，限 制和目 標(biāo)）To lead a training team to support effieie nt operati ons of the eon tact een ter as well as various bus in ess lines of the eompa ny as a whole.職

4、責(zé)范圍（名稱、定義、該職責(zé)所要達(dá)到的 結(jié)果/目標(biāo)）責(zé) 任 級(jí) 別（ 全 部/ 部 分/ 協(xié) 助）衡量標(biāo)準(zhǔn)（數(shù)量、 質(zhì)量）業(yè)務(wù)類戰(zhàn)略 層面r戰(zhàn)術(shù)-層面?To recomme nd andformulatetrai ning strategy andexecutetrai ning pla ns.?To formulate and deploynewtech no logyandtraining plans for sake to improve staff performanee anddeveloppote ntial leaders to cope with ongoing bus in e

5、ss growth?To recomme nd andimpleme ntnewtrai ningmethods for sake toimprovetrai ning effective ness? A ll?KPI s for in ter nal train ing supp ort ? In ter nal cust ome r satis facti on? Exte rnal cust ome r satis facti on?Staf f attrit ion操作層面?To partner with exter nal training soluti on providers t

6、o deliver training classes?To work with Product departments and exter nalin stitutio nstoimprove training materials?To formulate and mon itor trai ning budgets?To en sure the performa nee of new recruited and exist ingeon tactcentre ops. Staff? A ll?KPI s for in ter nal train ing supp ort? In ter nal cust ome r satis facti on? Exte rnal cust ome r satis facti on ?Staf f attrit ion管理類?參與下屬員工的招 聘、任免、考核、 晉升和