【服務管理】職位描述-旅游知識培訓主管

1、第5頁，共5頁職位描述文件職位識別信息職位名稱Head, travel Academy所屬部門Contact Center職位編號CCSZ0009所在城市SZ工作地點Contact Center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VP, Operations匯報職位直接下級職位Asst. Manager, Training Leaders & Training Administrator人員管理權限薪酬無建議權 決定權直接下級人數(shù)績效無 建議權 決定權直接管轄團隊配備無 建議權 決定權業(yè)務指導職位Sr. VP, Contact Center;

2、 General Managers of other departments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Human resource, Training, Aviation or psychology related工作經(jīng)驗7 years Training and Development 經(jīng)驗 in which 3 years should be in managerial role行業(yè)經(jīng)驗培訓經(jīng)歷管理技能ControlPlanningDelegationCoordination專業(yè)技能Training academyin airlin

3、e, hotel, travel or service industry通用技能CommunicationLeadership and people management 職位目的與職責職位目的（存在的理由，限制和目標）To provide quality training services to support efficient operations of the contact center as well as various business lines of the company as a whole.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）

4、衡量標準(數(shù)量、質(zhì)量)Operational levelTo prepare, approve and closely monitor departmental operating budget and expenses.To formulate short term and long term training and development plan as to enabling competent staff being trained up and achieverevenue and customer satisfaction targetTo collaborate with fe

5、llows team in order to accurate foreseen the ever changing internal customers training requirementsTo 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 rele

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

7、olicies and 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.AllKPIs for int