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