【服务管理】职位描述-旅游知识培训主管.docx

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职位描述文件职位识别信息职位名称 Head, travel Academy 所属部门 Contact Center 职位编号 CCSZ0009 所在城市 SZ 工作地点 Contact Center 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, Training Leaders & Training Administrator 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, Contact Center; General Managers of other departments 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 Human resource, Training, Aviation or psychology related 工作经验 • 7 years Training and Development 经验 in which 3 years should be in managerial role 行业经验培训经历管理技能 • Control • Planning • Delegation • Coordination 专业技能 • Training academy in airline, hotel, travel or service industry 通用技能 • Communication • Leadership and people management 职位目的与职责职位目的（存在的理由，限制和目标） To provide quality training services 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、该职责所要达到的结果/目标) 责任级别（全部/部分/协助）衡量标准 (数量、质量) Operational level • To prepare, approve and closely monitor departmental operating budget and expenses. • To formulate short term and long term training and development plan as to enabling competent staff being trained up and achieve revenue and customer satisfaction target • To collaborate with fellows team in order to accurate foreseen the ever changing internal customers training requirements • To propose and engage external training vendors as to provide any developmental and special trainings. • To act as gap-keepers and ensure all the new recruited can meet min. operating standard before releasing to Operation Teams. • To plan and implement e-learning portal and measure its effectiveness. • To partner with recruitment team and ensure non-stopped supply of competent human resources. • To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures. • To identify tertiary institutions and implement bridging programs to grow potential Travel Consultants. • To retain grow and develop competent team members in order to cope with future business expansion and individual career development. • To measure and improve training effectiveness and reasonable ROI. All • KPIs for internal customers training requirements • Internal customer satisfaction • External customer satisfaction • Staff attrition

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