1、Assistant Manager, Training Operations職位描述文件職位識(shí)別信息職位名稱(chēng)Assistant Manager, Training Operations所屬部門(mén)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Head, Travel Academy匯報(bào)職位直接下級(jí)職位Training Leaders (Sales &Services, Domestic product; International product); Training Administrator人員管理權(quán)限薪酬無(wú) 建

2、議權(quán) 決定權(quán)直接下級(jí)人數(shù)4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(hù)受到職位影響的外部機(jī)構(gòu)任職資格教育程度Graduate專(zhuān)業(yè)方向training, human resources or social science工作經(jīng)驗(yàn) 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(jīng)驗(yàn)培訓(xùn)經(jīng)歷核心能力 客戶(hù)導(dǎo)向 精誠(chéng)協(xié)作

3、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(shū)面溝通 人際交往 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(zhuān)業(yè)能力 客戶(hù)服務(wù) 業(yè)務(wù)知識(shí) 系統(tǒng)運(yùn)用 銷(xiāo)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 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(zé)范圍(

4、名稱(chēng)、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(lèi)戰(zhàn)略層面戰(zhàn)術(shù)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(lèi) 參與下屬員工的招聘、任免、