職位描述副培訓經(jīng)理發(fā)展及規(guī)劃

1、職位描述文件職位識別信息職位名稱Assistant Manager, Planning & Development所屬部門Con tact Cen ter職位編號所在城市SZ工作地點Con tact Cen ter出差要求無偶爾經(jīng)常常駐版本號V1.0生效日期2005年6月15日工作網(wǎng)絡關系直接上級職位Head, Travel Academy匯報職位直接下級職位Training Leaders (Application/E-portal & leadership Development) & Administrator人員 管理 權限薪酬無建議權決定權直接下級人數(shù)3績效無

2、建議權決定權直接管轄團隊5-7配 備無建議權決定權業(yè)務指導職位Sr. VP, Con tact Cen ter; Gen eral Man agers of other departme nts對職位產(chǎn)生影 響的外部機構受到職位影 響的外部機 構任職資格教育程度Graduate專業(yè)方向training, huma n resources or social scie nee工作經(jīng)驗? 4 year or above in Customer Care or Call Centre Operation experience in which one year should be in superv

3、isory or above行業(yè)經(jīng)驗培訓經(jīng)歷管理技能? Control? Planning? Delegation? Coordination專業(yè)技能? managerial experience of training in MNC corporations通用技能? Communication? Leadership and people man ageme nt職位目的與職責職位目的存在 的理由，限制和 目標To lead a team of training leads to support efficie nt operati ons of the con tact cen ter

4、as well as various bus in ess lines of the compa ny as a whole.職責范圍名稱、定義、該職責所要到達的結果/目標責任級別全部/ 局部/協(xié) 助衡量標準數(shù)量、質(zhì)量Operati onal level? To recommend and formulate training strategy and execute training plans? To develop management trainee and leadership programs as to supplement quality leaders for busines

5、s growth? To partner with external training solution providers to deliver training classes? To formulate and monitor training budgets? To ensure the performance of new recruited and existing contact centre ops. Staff? To formulate and deploy new technology and training plans for sake to improve staf

6、f performance and develop potential leaders to cope with ongoing business growth? To recommend and implement new training methods for sake to improve training effectivenessAll? KPIs for internal training support? Internal customer satisfacti on? External customer satisfacti on? Staff attrition第3頁，共

7、4頁內(nèi)部文檔，注意保密 還有一大批隱藏技能你不知道。掌握他們，你將開啟新世界的大門。Tab+Enter,在編過號以后，會自動編號段落Ctrl + D 調(diào)出字體欄，配合 Tab+Enter 全鍵盤操作吧Ctrl + L 左對齊， Ctrl + R 右對齊， Ctrl + E 居中Ctrl + F 查找，Ctrl + H 替換。然后關于替換，里面又大有學問！有時候Word文檔中有許多多余的空行需要刪除，這個時候我們可以完全可以用查找替換來輕松解決。翻開 編輯菜單中的 替換對話框，把光標定位在 查找內(nèi)容輸入框中，單擊 高級按鈕，選擇 特 殊字符中的段落標記兩次，在輸入框中會顯示“ "PAP'，然后在替換為輸入框中用上