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1、Assistant Manager, Training Operations职位描绘文件职位识别信息职位名称Assistant Manager, Training Operations所属部门Contact Center职位编号所在城市工作地点出差要求无偶然经常常驻版本号V1.0生效日期工作网络关系直截了当上级职位Head, Travel Academy汇报职位直截了当下级职位Training Leaders (Sales Services, Domestic product; International product); Training Administrator人员治理权限薪酬无 建议
2、权 决定权直截了当下级人数4绩效无 建议权 决定权直截了当收辖团队装备无 建议权 决定权业务指导职位对职位产生妨碍的外部机构酒店、航空公司、电信运营商、公司客户遭到职位妨碍的外部机构任职资历教育程度Graduate专业方向training, human resources or social science工作经历 4 year or above in Customer Care or Call Centre Operation experience in which one year should be in supervisory or above 行业经历培训经历核心才能 客户导向 精诚
3、协作 积极进取 立足创新 求真务实 敬业诚信通用才能 组织认知 个人治理 绩效导向 可靠性 口头沟通 书面沟通 人际交往 会谈才能 领导力 团队治理 员工治理 分析/处理咨询题 计划才能专业才能 客户效劳 业务知识 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识治理职位目的与职责职位目的（存在的理由，限制和目的）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.职
4、责范围(名称、定义、该职责所要到达的结果/目的)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面 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
5、recommend 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操作层面 To partner with external training solution providers to deliver training classes To work wi
6、th Product 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治理类 参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及鼓励高效团队 负责部门日常工作治理，监视检查本部门人员遵章守纪及工作落实情况 处理部门内工作协调和人员沟通，营建良好工作气氛全部部分内部满意度新员工试用期流失率