Manager,TicketingOperationCentre崗位說明書

1、Man ager, Ticketi ng Operati on Centre 崗位說明書職位識別信息職位名稱Man ager, Ticket ingOperati on Cen tre所屬部門Con tact Cen ter職位編號所在都市工作地點出差要求無偶然經常常駐版本號V1.0生效日期工作網(wǎng)絡關系直截了當上級職位AVP, Operations/VP ,Operati ons匯報職位直截了當下級職位Ticketi ng Con sulta nts人 員 治 理 權 限薪酬無建議權 決定權直截了當下級人數(shù)9績效無建議權 決定權直截了當管轄團隊配 備無建議權 決定權業(yè)務指導職位對職位產生阻礙的

2、外部機構酒店、航空公司、電信運營 商、公司客戶受到職位阻 礙的外部機 構酒店、航空公司、電信運營 商、公司客戶任職資格教育程度Post-sec on dary專業(yè)方向tourism, aviati on or bus in ess related工作體會? 5 year or above in travel age ncy or airli nes reservation and ticketing experie nce with at least 2 years in supervisory capacity行業(yè)體會培訓經歷核心能力?客戶導向 ?精誠協(xié)作 ?主動進取 ?立足創(chuàng)新 ?求真務實

3、 ?敬業(yè)誠信通用能力?組織認知?個人治理?績效導向?可靠性? 口頭溝通?書面溝通?人際交往?談判能力?領導力?團隊治理?職員治理?分析/解決咨詢題?打算能力專業(yè)能力?客戶服務 ?業(yè)務知識 ?系統(tǒng)運用?銷售技巧 ?效率導向 ?質量導向?投訴處理 ?知識治理職位目的與職責職位目的（存在 的理由，限制和 目標）To man age an effective operatio n of the Ticketi ng Operati on Centre to support efficie nt operati ons of the con tact cen ter as well as vario b

4、us in ess lines of the compa ny as a whole.職責范疇（名稱、定義、該職責所要達到的結果/目標）責任級 別（全部/ 部分/協(xié) 助）衡量標準（數(shù)量、質量）業(yè)務類戰(zhàn)略層面:戰(zhàn)術層面操作層面? To collaborate with internal departme nts and airli nes in han dli ng any special complai nts and make decisi on on refu nd matters .? To develop and design effective process flow and re

5、comme nd for secti on in-house policies? To monitor and recommend the developme nt of software applicati ons in order to streamli ne the bus in ess process? To act as Subject matter expert (SME) and provide all n ecessary support for in ter nal departme nts regard ing on air-ticket areaAll? KPIsforticketi ng operati on? KPIsforin ternal air-ticket area support? In ter nal customer satisfacti on? External customer satisfacti on? Staff attrition治理類?參與下屬職員的聘請、任免、考核、 晉升和調配，以建立