3/4旅游顧問主管職位描述文件職位識不信息職位名稱Leader,Operations所屬部門Contact職位編號所在都市工作地點Contact出差要求□無□間或□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AssistantManager,Operations匯報職位直接下級職位TravelConsultant人員治理權限薪酬□無□建議權□決定權直接下級人數3績效□無□建議權□決定權直接管轄團隊5-7配備□無□建議權□決定權業務指導職位Sr.VP,Contact對職位產生阻礙的外部機構受到職位阻礙的外部機構任職資格教育程度Post-secondary專業方向preferablyinbusinessorsocialsciencerelatedsubjects工作經驗2yearoraboveinCustomerCareorCallCentreOperationexperience行業經驗培訓經歷治理技能ControlPlanningDelegationCoordination專業技能callcentre/e-sales&corporatesalesinCustomerCareorCallCentreOperation通用技能CommunicationLeadershipandpeoplemanagement職位目的與職責職位目的（存在的理由，限制和目標）Toleadasizablecontactcentreoperation,e-salesorcorporatesalesteamtosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.職責范圍(名稱、定義、該職責所要達到的結果/目標)責任級不（全部/部分/協助）衡量標準(數量、質量)OperationallevelTodealwithandresolveanycustomerscomplaintsandensuretheirsatisfactionlevelTomonitorstaffperformanceandconduct1-on-1coachingToassistsub-ordinatestohandleanycomplicatedsalesandservicerequestsToprovideon-the-jobtrainingsfornewrecruitedandensurethequalityofstaffTofosteracustomercarecultureandencouragetwo-wayandopencommunicationsTogiverecommendationtoimproveandstreamlineprocessflowandin-housepoliciesTohandleanyfollowuprequestorbookingswithinternaldepartment,airlinesorpartnerhotelsAllKPIsforpre-setsalesandservicesofcallcenteroperat