Manager,TicketingOperationCentre崗位說明書

1、Man ager, Ticketi ng Operati on Centre 崗位說明書職位識(shí)別信息職位名稱Man ager, Ticket ingOperati on Cen tre所屬部門Con tact Cen ter職位編號(hào)所在都市工作地點(diǎn)出差要求無偶然經(jīng)常常駐版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直截了當(dāng)上級(jí)職位AVP, Operations/VP ,Operati ons匯報(bào)職位直截了當(dāng)下級(jí)職位Ticketi ng Con sulta nts人 員 治 理 權(quán) 限薪酬無建議權(quán) 決定權(quán)直截了當(dāng)下級(jí)人數(shù)9績(jī)效無建議權(quán) 決定權(quán)直截了當(dāng)管轄團(tuán)隊(duì)配 備無建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生阻礙的

2、外部機(jī)構(gòu)酒店、航空公司、電信運(yùn)營 商、公司客戶受到職位阻 礙的外部機(jī) 構(gòu)酒店、航空公司、電信運(yùn)營 商、公司客戶任職資格教育程度Post-sec on dary專業(yè)方向tourism, aviati on or bus in ess related工作體會(huì)? 5 year or above in travel age ncy or airli nes reservation and ticketing experie nce with at least 2 years in supervisory capacity行業(yè)體會(huì)培訓(xùn)經(jīng)歷核心能力?客戶導(dǎo)向 ?精誠協(xié)作 ?主動(dòng)進(jìn)取 ?立足創(chuàng)新 ?求真務(wù)實(shí)

3、 ?敬業(yè)誠信通用能力?組織認(rèn)知?個(gè)人治理?績(jī)效導(dǎo)向?可靠性? 口頭溝通?書面溝通?人際交往?談判能力?領(lǐng)導(dǎo)力?團(tuán)隊(duì)治理?職員治理?分析/解決咨詢題?打算能力專業(yè)能力?客戶服務(wù) ?業(yè)務(wù)知識(shí) ?系統(tǒng)運(yùn)用?銷售技巧 ?效率導(dǎo)向 ?質(zhì)量導(dǎo)向?投訴處理 ?知識(shí)治理職位目的與職責(zé)職位目的（存在 的理由，限制和 目標(biāo)）To man age an effective operatio n of the Ticketi ng Operati on Centre to support efficie nt operati ons of the con tact cen ter as well as vario b

4、us in ess lines of the compa ny as a whole.職責(zé)范疇（名稱、定義、該職責(zé)所要達(dá)到的結(jié)果/目標(biāo)）責(zé)任級(jí) 別（全部/ 部分/協(xié) 助）衡量標(biāo)準(zhǔn)（數(shù)量、質(zhì)量）業(yè)務(wù)類戰(zhàn)略層面:戰(zhàn)術(shù)層面操作層面? To collaborate with internal departme nts and airli nes in han dli ng any special complai nts and make decisi on on refu nd matters .? To develop and design effective process flow and re

5、comme nd for secti on in-house policies? To monitor and recommend the developme nt of software applicati ons in order to streamli ne the bus in ess process? To act as Subject matter expert (SME) and provide all n ecessary support for in ter nal departme nts regard ing on air-ticket areaAll? KPIsforticketi ng operati on? KPIsforin ternal air-ticket area support? In ter nal customer satisfacti on? External customer satisfacti on? Staff attrition治理類?參與下屬職員的聘請(qǐng)、任免、考核、 晉升和調(diào)配，以建立