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1、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配备无 建议权 决
2、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
3、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
4、、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
5、 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 参与下属员工的招聘、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
Leader,Operations(callcentree-sales&corporatesales)岗位说明书
