【服务管理】职位描述-旅游知识培训主管

1、第5页，共5页职位描述文件职位识别信息职位名称Head, travel Academy所属部门Contact Center职位编号CCSZ0009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日工作网络关系直接上级职位VP, Operations汇报职位直接下级职位Asst. Manager, Training Leaders & Training 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;

2、 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Human resource, Training, Aviation or psychology related工作经验7 years Training and Development 经验 in which 3 years should be in managerial role行业经验培训经历管理技能ControlPlanningDelegationCoordination专业技能Training academyin airlin

3、e, hotel, travel or service industry通用技能CommunicationLeadership 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 provide quality training services 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）

4、衡量标准(数量、质量)Operational levelTo prepare, approve and closely monitor departmental operating budget and expenses.To formulate short term and long term training and development plan as to enabling competent staff being trained up and achieverevenue and customer satisfaction targetTo collaborate with fe

5、llows team in order to accurate foreseen the ever changing internal customers training requirementsTo propose and engage external training vendors as to provide any developmental and special trainings.To act as gap-keepers and ensure all the new recruited can meet min. operating standard before rele

6、asing to Operation Teams.To plan and implement e-learning portal and measure its effectiveness.To partner with recruitment team and ensure non-stopped supply of competent human resources.To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, p

7、olicies and procedures.To identify tertiary institutions and implement bridging programs to grow potential Travel Consultants.To retain grow and develop competent team members in order to cope with future business expansion and individual career development.To measure and improve training effectiveness and reasonable ROI.AllKPIs for int