职位描述旅游顾问主管.docx

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1、精品文档，值得拥有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SZ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2005年6月15日工作网络关系直接上级职位AssistantManager,汇报职位Operations直接下级职位TravelConsultant薪□无□建议权□决定权酬人员直接下级人数3绩□无□建议权□决定权管理效权限直接管辖团队5-7配□无□建议权□决定权备业务指导职位Sr.VP,ContactCenter;Ge

2、neralManagersofotherdepartments受到职位影对职位产生影响的外部机响的外部机构构任职资格教育程度工作经验培训经历Post-secondary?2yearoraboveinCustomerCareorCallCentreOperationexperiencepreferablyinbusinessorsocial专业方向sciencerelatedsubjects行业经验?Control?Planning管理技能?Delegation?Coordination?callcentre/e-sales&corpor

3、atesalesin?Communication专业技能通用技能?LeadershipandpeoplellCustomerCareorCamanagementCentreOperation职位目的与职责职位目的（存在的理由，限制和目标）Toleadasizablecontactcentreoperation,e-salesorcorporatesalesteamtosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasa

4、whole.1/2精品文档，值得拥有责任级别职责范围（全部/(名称、定义、该职责所要达到的结果/目标)部分/协助）?Todealwithandresolveanycustomerscomplaintsandensuretheirsatisfactionlevel?Tomonitorstaffperformanceandconduct1-on-1coaching?Toassistsub-ordinatestohandleanycomplicatedsalesandservicerequests?Toprovideon-the-jobtrain

5、ingsforOperationalnewrecruitedandensurethequalityAlllevelofstaff?Tofosteracustomercarecultureandencouragetwo-wayandopencommunications?Togiverecommendationtoimproveandstreamlineprocessflowandin-housepolicies?Tohandleanyfollowuprequestorbookingswithinternaldepartment,airline

6、sorpartnerhotels衡量标准(数量、质量)?KPIsforpre-setsalesandservicesofcallcenteroperation?Internalcustomersatisfaction?Externalcustomersatisfaction?Staffattrition2/2