旅游顾问主管岗位说明书.doc

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1、旅游顾问主管职位描述文件职位识别信息职位名称Leader,Operations所属部门ContactCenter职位编号所在城市工作地点ContactCenter出差要求□无□偶尔□经常□常驻版本号V1.0生效日期工作网络关系直接上级职位AssistantManager,Operations汇报职位直接下级职位TravelConsultant人员管理权限薪酬□无□建议权□决定权直接下级人数3绩效□无□建议权□决定权直接管辖团队5-7配备□无□建议权□决定权业务指导职位Sr.VP,ContactCenter;GeneralManagersofotherdepartments对职位产生影响的外

2、部机构受到职位影响的外部机构任职资格教育程度Post-secondary专业方向preferablyinbusinessorsocialsciencerelatedsubjects工作经验•2yearoraboveinCustomerCareorCallCentreOperationexperience行业经验培训经历管理技能•Control•Planning•Delegation•Coordination专业技能•callcentre/e-sales&corporatesalesinCustomerCareorCallCentreOperation通用技能•Communication•L

3、eadershipandpeoplemanagement职位目的与职责职位目的（存在的理由，限制和目标）Toleadasizablecontactcentreoperation,e-salesorcorporatesalesteamtosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.职责范围(名称、定义、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)Operationallevel•Todealwithandresolve

4、anycustomerscomplaintsandensuretheirsatisfactionlevel•Tomonitorstaffperformanceandconduct1-on-1coaching•Toassistsub-ordinatestohandleanycomplicatedsalesandservicerequests•Toprovideon-the-jobtrainingsfornewrecruitedandensurethequalityofstaff•Tofosteracustomercarecultureandencouragetwo-wayandopencom

5、munications•Togiverecommendationtoimproveandstreamlineprocessflowandin-housepolicies•Tohandleanyfollowuprequestorbookingswithinternaldepartment,airlinesorpartnerhotelsAll•KPIsforpre-setsalesandservicesofcallcenteroperation•Internalcustomersatisfaction•Externalcustomersatisfaction•Staffattrition