Assistant Manager, Training Operations岗位说明书.docx

Assistant Manager, Training Operations职位描述文件职位识别信息职位名称Assistant Manager, Training Operations所属部门Contact Center职位编号所在城市工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位Head, Travel Academy汇报职位直接下级职位Training Leaders (Sales &Services, Domestic product; International product); Training Administrator人员管理权限薪酬无 建议权 决定权直接下级人数4绩效无 建议权 决定权直接管辖团队配备无 建议权 决定权业务指导职位对职位产生影响的外部机构酒店、航空公司、电信运营商、公司客户受到职位影响的外部机构任职资格教育程度Graduate专业方向training, human resources or social science工作经验 4 year or above in Customer Care or Call Centre Operation experience in which one year should be in supervisory or above 行业经验培训经历核心能力 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用能力 组织认知 个人管理 绩效导向 可靠性 口头沟通 书面沟通 人际交往 谈判能力 领导力 团队管理 员工管理 分析/解决问题 计划能力专业能力 客户服务 业务知识 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识管理职位目的与职责职位目的（存在的理由，限制和目标）To lead a training team to support efficient operations of the contact center as well as various business lines of the company as a whole.职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面 To recommend and formulate training strategy and execute training plans. To formulate and deploy new technology and training plans for sake to improve staff performance and develop potential leaders to cope with ongoing business growth To recommend and implement new training methods for sake to improve training effectiveness All KPIs for internal training support Internal customer satisfaction External customer satisfaction Staff attrition操作层面 To partner with external training solution providers to deliver training classes To work with Product departments and external institutions to improve training materials To formulate and monitor training budgets To ensure the performance of new recruited and existing contact centre ops. Staff All KPIs for internal training support Internal customer satisfaction External customer satisfaction Staff attrition管理类 参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及激励高效团队 负责部门日常工作管理，监督检查本部门人员遵章守纪及工作落实情况 解决部门内工作协调和人员沟通，营造良好工作氛围全部部分内部满意度新员工试用期流失率