Manager,TicketingOperationCentre崗位說(shuō)明書

1、Manager, Ticketing Operation Centre職位描述職位識(shí)別信息職位名稱Manager, Ticketing Operation Centre所屬部門Contact Center職位編號(hào)所在城市工作地點(diǎn)出差要求無(wú)偶爾經(jīng)常常駐版本號(hào)V1.0生效日期工作網(wǎng)絡(luò)關(guān)系直接上級(jí)職位AVP, Operations/VP, Operations匯報(bào)職位直接下級(jí)職位Ticketing Consultants人員管理權(quán)限薪酬無(wú) 建議權(quán) 決定權(quán)直接下級(jí)人數(shù)9績(jī)效無(wú) 建議權(quán) 決定權(quán)直接管轄團(tuán)隊(duì)配備無(wú) 建議權(quán) 決定權(quán)業(yè)務(wù)指導(dǎo)職位對(duì)職位產(chǎn)生影響的外部機(jī)構(gòu)酒店、航空公司、電信運(yùn)營(yíng)商、公司客戶受到職

2、位影響的外部機(jī)構(gòu)酒店、航空公司、電信運(yùn)營(yíng)商、公司客戶任職資格教育程度Post-secondary專業(yè)方向tourism, aviation or business related工作經(jīng)驗(yàn) 5 year or above in travel agency or airlines reservation and ticketing experience with at least 2 years in supervisory capacity 行業(yè)經(jīng)驗(yàn)培訓(xùn)經(jīng)歷核心能力 客戶導(dǎo)向 精誠(chéng)協(xié)作 積極進(jìn)取 立足創(chuàng)新 求真務(wù)實(shí) 敬業(yè)誠(chéng)信通用能力 組織認(rèn)知 個(gè)人管理 績(jī)效導(dǎo)向 可靠性 口頭溝通 書面溝通 人際

3、交往 談判能力 領(lǐng)導(dǎo)力 團(tuán)隊(duì)管理 員工管理 分析/解決問(wèn)題 計(jì)劃能力專業(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)管理職位目的與職責(zé)職位目的（存在的理由，限制和目標(biāo)）To manage an effective operation of the Ticketing Operation Centre to support efficient operations of the contact center as well as various business lines of the company as a whole.職責(zé)范圍(名稱、定義、該職責(zé)所要達(dá)

4、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 departments and airlines in handling any special complaints and make decision on refund matters. To develop and design effective process flow and recommend for section in-house policies To monitor and recommend the develop

5、ment of software applications in order to streamline the business process To act as Subject matter expert (SME) and provide all necessary support for internal departments regarding on air-ticket areaAll KPIs for ticketing operation KPIs for internal air-ticket area support Internal customer satisfaction External customer satisfaction Staff attrition 管理類 參與下屬員工的招聘、任免、考核、晉升和調(diào)配，以建立、