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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□偶尔□经常□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5-7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)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