【服务管理】职位描述-旅游知识培训主管

第1页，共2页职位描述文件职位识别信息职位名称Head,travelAcademy所属部门ContactCenter职位编号CCSZ0009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VP,Operations汇报职位直接下级职位Asst.Manager,TrainingLeaders&TrainingAdministrator人员管理权限薪酬□无□建议权□决定权直接下级人数绩效□无□建议权□决定权直接管辖团队配备□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部机构受到职位影响的外部机构任职资格教育程度Graduate专业方向Humanresource,Training,Aviationorpsychologyrelated工作经验•7yearsTrainingandDevelopment经验inwhich3yearsshouldbeinmanagerialrole行业经验培训经历管理技能•Control•Planning•Delegation•Coordination专业技能•Trainingacademyinairline,hotel,travelorserviceindustry通用技能•Communication•Leadershipandpeoplemanagement职位目的与职责职位目的（存在的理由，限制和目标）Toprovidequalitytrainingservicestosupportefficientoperationsofthecontactcenteraswellasvariousbusinesslinesofthecompanyasawhole.第2页，共2页职责范围(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•Toprepare,approveandcloselymonitordepartmentaloperatingbudgetandexpenses.•Toformulateshorttermandlongtermtraininganddevelopmentplanastoenablingcompetentstaffbeingtrainedupandachieverevenueandcustomersatisfactiontarget•Tocollaboratewithfellowsteaminordertoaccurateforeseentheeverchanginginternalcustomerstrainingrequirements•Toproposeandengageexternaltrainingvendorsastoprovideanydevelopmentalandspecialtrainings.•Toactasgap-keepersandensureallthenewrecruitedcanmeetmin.operatingstandardbeforereleasingtoOperationTeams.•Toplanandimplemente-learningportalandmeasureitseffectiveness.•Topartnerwithrecruitmentteamandensurenon-stoppedsupplyofcompetenthumanresources.•Toleadandmotivateteams,monitorperformanceandworkwithbuddyteamstocontinuouslyimproveworkprocess,policiesandprocedures.•ToidentifytertiaryinstitutionsandimplementbridgingprogramstogrowpotentialTravelConsultants.•Toretaingrowanddevelopcompetentteammembersinordertocopewithfuturebusinessexpansionandindividualcareerdevelopment.•TomeasureandimprovetrainingeffectivenessandreasonableROI.All•KPIsforinternalcustomerstrainingrequirements•Internalcustomersatisfaction•Externalcustomersatisfaction•Staffattrition