AssistantManager,TrainingOperations崗位說明書

1、職位描述文件AssistantManager,TrainingOperations職位識別信息職位名稱AssistantManager,TrainingOperations所屬部門ContactCenter職位編號所在城巾工作地點出差要求無口偶爾口經?？诔ｑv版本號V1.0生效日期工作網絡關系直接上級職位Head,TravelAcademy匯報職位直接卜級職位TrainingLeaders(Sales&Services,Domesticproduct;Internationalproduct);TrainingAdministrator人員管理權限薪酬口無建議權口決定權直接卜級人數(shù)4績效

2、口無建議權口決定權直接管轄團隊配備口無建議權口決定權業(yè)務指導職位對職位產生影響的外部機構酒店、航空公司、電信運營商、公司客戶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,humanresourcesorsocialscience工作經驗?4yearoraboveinCustomerCareorCallCentreOperationexperienceinwhichoneyearshouldbeinsupervisoryorabove行業(yè)經驗培訓經歷核心能力?客戶導向?精誠協(xié)作?積極進取?立足創(chuàng)新?求真務實?敬業(yè)誠信通用能力?組織認知?個人管理?績效導向?可靠性

3、?口頭溝通?書面溝通?人際交往?談判能力?領導力?團隊管理?員工管理?分析/解決問題?計劃能力專業(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?知識管理職位目的與職責職位目的（存在的理由，限制和目標）Toleadatrainingteamtosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.職責范圍（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?Torecomm

4、endandformulatetrainingstrategyandexecutetrainingplans.?Toformulateanddeploynewtechnologyandtrainingplansforsaketoimprovestaffperformanceanddeveloppotentialleaderstocopewithongoingbusinessgrowth?Torecommendandimplementnewtrainingmethodsforsaketoimprovetrainingeffectiveness?All?KPIsforinternaltrainin

5、gsupport?Internalcustomersatisfaction?Externalcustomersatisfaction?Staffattrition操作層面?Topartnerwithexternaltrainingsolutionproviderstodelivertrainingclasses?ToworkwithProductdepartmentsandexternalinstitutionstoimprovetrainingmaterials?Toformulateandmonitortrainingbudgets?Toensuretheperformanceofnewrecruitedandexistingcontactcentreops.Staff?All?KPIsforinternaltrainingsupport?Internalcustomersatisfaction?Externalcustomersatisfaction?Staffattrition管理類?參與下屬員工的招聘、任免、考核、晉升和調配