职位描述航空票务操作经理.docxVIP

最新 精品 Word 欢迎下载 可修改 职位描述文件 职位识别信息 职位名称 Manager, Ticketing Operation Centre 所属部门 Contact 职位编号 所在城市 SZ 工作地点 Contact 出差要求 □无□偶尔□经常□常驻 版本号 V1.0 生效日期 2022年6月15日 工作网络关系 直接上级职位 AVP, Operations/VP, Operations 汇报职位 直接下级职位 Ticketing Consultants 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 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 tourism, aviation or business related 工作经验 5 year or above in travel agency or airlines reservation and ticketing experience with at least 2 years in supervisory capacity 行业经验 培训经历 管理技能 Control Planning Delegation Coordination 专业技能 Ticketing operation experience in travel agency or airlines reservation 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 manage an effective operation of the Ticketing Operation Centre 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 Operational level To collaborate with internal departments and airlines in handling any special complaints and make decision on refund matters. To develop and design effective process flow and recommend for section in-house policies To monitor and recommend the development of software applications in order to streamline the business process To act as Subject matter expert (SME) and provide all necessary support for internal departments regarding on air-ticket area All KPIs for ticketing operation KPIs for internal air-ticket area support Internal customer satisfaction External customer satisfaction Staff attrition