AssistantManager崗位說明書匯編2

1、職位描述Leader, Operati ons (call cen tre/e-sales & corporate said職位識別信息職位名稱Leader, Operati ons (call cen tre/e-sales & corporate sales)所屬部門Con tact Cen ter職位編號所在城市工作地點出差要求無偶爾經常常駐版本號V1.0生效日期工作網絡關系直接上級職位Assista nt Man ager,Operatio ns匯報職位直接下級職位Travel Con sulta nt人員 管理 權限薪酬無建議權 決定權直接下級人數3績效無建議權 決定權直接管轄團隊配

2、備無建議權 決定權業(yè)務指導職位對職位產生影響的 外部機構酒店、航空公司、電訊運營 商、 公司客戶受到職位影 響的外部機 構酒店、航空公司、電訊運營 商、 公司客戶任職資格教育程度Post-sec on dary專業(yè)方向preferably in bus in ess or social scie nee related subjects工作經驗? 2 year or above in Customer Care or Call Cen tre Operati on experie nee行業(yè)經驗培訓經歷核心能力?客戶導向？精誠協作？積極進 取？立足創(chuàng)新？求真務實？敬業(yè) 誠信通用能力?組織認知?

3、個人管理?績效導向?可靠性? 口頭溝通?書面溝通?人際交往?談判能力?領導力?團隊管理?員工管理?分析/解決問題專業(yè)能力?客戶效勞？業(yè)務知識？系統(tǒng)運 用?銷售技巧？效率導向？質量導 向?投訴處理？知識管理職位目的與職責職位目的存在的 理由，限制和目標To lead a sizable con tact centre operati on, e-sales or corporate sal team to support efficie nt operati ons of the con tact cen ter as well as various bus in ess lines of th

4、e compa ny as a whole.職責范圍名稱、定義、該職責所要到達的結果/目標責任級別全部/ 局部/協 助衡量標準數量、質量業(yè)務類戰(zhàn)略層面戰(zhàn)術層面操作層面? To deal with and resolve any customers compla ints and en sure their satisfact ion level? To mon itor staff performa nee and con duct 1-on-1 coach ing? To assist sub-ord in ates to han dle any complicated sales and

5、service requests? To provide on-the-job trai nings for new recruited and en sure the quality of staff? To foster a customer care culture and en courage two-way and ope n com muni cati ons? To give recomme ndati on to improve and streamli ne process flow and in-house policies? To han dle any follow up request or book ings with in ternal departme nt,airli nes or part ner hotelsAll? KPIs for pre-set sales and services of call cen ter operatio n? In ternal customer satisfacti on? External customer satisfacti on? Staff attriti on管理類?參與下屬員工的招聘、任免、考核、晉升和