Head,TrainingAcademy崗位說明書.doc

1、Head, Training Academy職位描述文件職位識(shí)別信息職位名稱Head, Training Academy所屬部門職位編號(hào)所在城市工作地點(diǎn)出差要求版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位VP, Operations匯報(bào)職位Asst. Manager, Planning&直接下級(jí)職位Development; Asst.人薪Manager, Training員酬Operation管直接下級(jí)人數(shù)2理績(jī)權(quán)效直接管轄團(tuán)隊(duì)2限配備業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生影受到職位影外部培訓(xùn)機(jī)構(gòu)響的外部機(jī)響的外部機(jī)構(gòu)構(gòu)任職資格教育程度Graduate專業(yè)方向?7 years Training an

2、dDevelopment經(jīng)驗(yàn)in工作經(jīng)驗(yàn)行業(yè)經(jīng)驗(yàn)which 3 years should bein managerial role培訓(xùn)經(jīng)歷核心能力Contact Center無偶爾經(jīng)常常駐無 建議權(quán)決定權(quán)無 建議權(quán)決定權(quán)無 建議權(quán)決定權(quán)外部培訓(xùn)機(jī)構(gòu)Human resource, Training, Aviation or psychology related? 客戶導(dǎo)向? 精誠協(xié)作? 積極進(jìn)取? 立足創(chuàng)新? 求真務(wù)實(shí)? 敬業(yè)誠信通用能力職位目的與職責(zé)職位目的 （存在的理由， 限制和目標(biāo)）? 組織認(rèn)知? 個(gè)人管理? 績(jī)效導(dǎo)向? 客戶服務(wù)? 可靠性? 業(yè)務(wù)知識(shí)? 口頭溝通? 系統(tǒng)運(yùn)用? 書面溝通?

3、 銷售技巧? 人際交往專業(yè)能力? 談判能力? 效率導(dǎo)向? 質(zhì)量導(dǎo)向? 領(lǐng)導(dǎo)力? 投訴處理? 團(tuán)隊(duì)管理? 知識(shí)管理? 員工管理? 分析 /解決問題? 計(jì)劃能力To provide quality training services to support efficient operationsof the contact center as well as various business lines of the company as a whole.責(zé)任級(jí)職責(zé)范圍別衡量標(biāo)準(zhǔn)（全部 /( 名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo) )(數(shù)量、質(zhì)量 )部分 /協(xié)助）戰(zhàn)略層面業(yè)務(wù)戰(zhàn)術(shù)層面類? To f

4、ormulate short term and long term training and development plan as to enabling competent staff being trained up and achieve revenue and customer satisfaction target操作層面管理類? To prepare, approve and closelymonitor departmental operating budget and expenses.? To collaborate with fellows team in order t

5、o accurate foreseen the ever changing internal customers training requirements? To propose and engage external training vendors as to provide any developmental and special trainings.? To act as gap-keepers and ensure all the new recruited can meet min. operating standard before releasing to Operatio

6、n Teams.? To plan and implement e-learning portal and measure its effectiveness.? To partner with recruitment team andensure non-stopped supply of competent human resources.? To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and

7、procedures.? To identify tertiary institutions and implement bridging programs to grow potential Travel Consultants.? To retain grow and develop competent team members in order to cope with future business expansion and individual career development.? To measure and improve training effectiveness and reasonable ROI.? 參與下屬員工的招聘、任免、考核、晉升和調(diào)配，以建立、領(lǐng)導(dǎo)及激勵(lì)高效團(tuán)隊(duì)? 負(fù)責(zé)部門日常工作管理，監(jiān)督檢查本部門人員遵章守紀(jì)及工作落實(shí)情況? 解決部門內(nèi)工作協(xié)調(diào)和人員溝通，營造良好工作氛圍? KPIsforinternalcustomerstrai