人力资源-2024Leader,Operations岗位说明书

Leader, Operations (call centre/e-sales & corporate sales)职位描述职位识别信息职位名称Leader, Operations (call centre/e-sales & corporate sales)所属部门Contact Center职位编号所在城市工作地点出差要求■无□间或□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 ■建议权 □决定权直接下级人数3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对职位产生影响的外部机构酒店、航空公司、电讯运营商、公司客户受到职位影响的外部机构酒店、航空公司、电讯运营商、公司客户任职资格教育程度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行业经验培训经历核心能力• 客户导向• 精诚协作• 积极进取• 立足创新• 求真务实• 敬业诚信通用能力• 组织认知• 个人管理• 绩效导向• 可靠性• 口头沟通• 书面沟通• 人际交往• 谈判能力• 领导力• 团队管理• 员工管理• 分析/解决问题• 计划能力专业能力• 客户服务• 业务知识• 系统运用• 销售技巧• 效率导向• 质量导向• 投诉处理• 知识管理职位目的与职责职位目的（存在的理由，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、该职责所要达到的结果/目标)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面操作层面• 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 管理类• 参加下属员工的招聘、任免、考核、晋升和调配，以建立、领导及激励高效团队• 负责部门日常工作管理，监督检查本部门人员遵章守纪及工作落实情况• 解决部门内工作协调和人员沟通，营造良好工作氛围全部部分内部满意度新员工试用期流失率