职位描述-副培训经理(发展及规划).docxVIP

职位描述文件 职位识别信息 职位名称 Assistant Manager, Planning Development 所属部门 Contact Center 职位编号 所在城市 工作地点 Contact Center 出差要求 ■无口偶尔□经常□常驻 版本号 生效日期 2005年6月15日 工作网络关系 直接上级职位 Head, Travel Academy 汇报职位 直接下级职位 Training Leaders (Application/E-portal leadership Development) Administrator 人员 管理 权限 薪 酬 口无■建议权□决定权 直接下级人数 3 绩 效 口无■建议权□决定权 直接管辖团队 5-7 配 备 口无■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 ? managerial experience of training in MNC corporations 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 team of training leads 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 develop management trainee and leadership programs as to supplement quality leaders for business growth ? To partner with external training solution providers to deliver training classes ? 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