职位描述- 副培训经理(运作)..docVIP

职位描述文件 职位识别信息 职位名称 Assistant Manager, Training Operations 所属部门 Contact Center 职位编号 CCSZ0012 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 Head, Travel Academy 汇报职位 直接下级职位 Training Leaders (Sales, Services Products), 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 training, human resources or social science 工作经验 4 year or above in Customer Care or Call Centre Operation experience in which one year should be in supervisory or above 行业经验 培训经历 管理技能 Control Planning Delegation Coordination 专业技能 Training experience in Customer Care or Call Centre Operation experience 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 training 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 recommend and formulate training strategy and execute training plans. To partner with external training solution providers to deliver training classes To work with Product departments and external institutions to improve training materials To formulate and monitor training budgets To ensure the performance of new recruited and existing contact centre ops. Staff To formulate and deploy new technology and training plans for sake to improve staff performance and develop potential leaders to cope with ongoing business growth To recommend and implement new training methods for sake to improve training effectiveness All KPIs for internal training support Internal customer satisfaction External customer satisfaction Staff attrition 香港中旅国际投资中央平台人力资源项目 内部文档，注意保密 第2页，共2页