AssistantManager,TrainingOperations崗位說明書

1、Assistant Manager, Training Operations職位描述文件職位識別信息職位名稱Assistant Manager, Training Operations所屬部門Contact Center職位編號所在城市工作地點出差要求無偶爾經常常駐版本號V1.0生效日期工作網絡關系直接上級職位Head, Travel Academy匯報職位直接下級職位Training Leaders (Sales &Services, Domestic product; International product); Training Administrator人員管理權限薪酬無 建

2、議權 決定權直接下級人數4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, human resources or social science工作經驗 4 year or above in Customer Care or Call Centre Operation experience in which one year should be in supervisory or above 行業(yè)經驗培訓經歷核心能力 客戶導向 精誠協(xié)作

3、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 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）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.職責范圍(

4、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(數量、質量)業(yè)務類戰(zhàn)略層面戰(zhàn)術層面 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 reco

5、mmend 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操作層面 To partner with external training solution providers to deliver training classes To work with P

6、roduct 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管理類 參與下屬員工的招聘、任免、