旅游顾问主管岗位职责样本.doc

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
Contact Center
职位编号

所在城市

工作地点
Contact Center
出差要求
□无□偶然□常常□常驻
版本号
V1.0
生效日期

工作网络关系
直接上级职位
Assistant Manager, Operations
汇报职位

直接下级职位
Travel Consultant
人员管理权限
薪酬
□无□提议权 □决定权
直接下级人数
3
绩效
□无 □提议权 □决定权
直接管辖团体
5-7
配置
□无 □提议权 □决定权
业务指导职位
Sr. VP, Contact Center; General Managers of other departments
对职位产生影响外部机构

受到职位影响外部机构

任职资格
教育程度
Post-secondary
专业方向
preferably in business or social science related subjects
工作经验
• 2 year or above in Customer Care or Call Centre Operation experience
行业经验

培训经历

管理技能
• Control
• Planning
• Delegation
• Coordination
专业技能
• call centre/e-sales & corporate sales in Customer Care or Call Centre Operation
通用技能

• Communication
• Leadership and people management

职位目标和职责
职位目标（存在理由，限制和目标）
To lead a sizable contact centre operation, e-sales or corporate sales team to support efficient operations of the contact center as well as various business lines of the company as a whole.

职责范围
(名称、定义、该职责所要达成结果/目标)
责任等级
（全部/部分/帮助）
衡量标准
(数量、质量)

Operational level
• To deal with and resolve any customers complaints and ensure their satisfaction level
• To monitor staff performance and conduct 1-on-1 coaching
• To assist sub-ordinates to handle any complicated sales and service requests
• To provide on-the-job trainings for new recruited and ensure the quality of staff
• To foster a customer care culture and encourage two-way and open communications
• To give recommendation to improve and streamline process flow and in-house policies
• To handle any follow up request or bookings with internal department, airlines or partner hotels
All

• KPIs for pre-set sales and services of call center operation
• Internal customer satisfaction
• External customer satisfaction
• Staff attrition