职位描述-航空票务操作经理

1、职位描述文件职位识别信息职位名称Manager, Ticketing Operation Centre所属部门ContactCenter职位编号所在城市SZ工作地点ContactCenter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, ContactCenter; General Managers

2、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ControlPlanningDelegationCoordination专业技能Ticketing

3、operation experience in travel agency or airlines reservation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 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 com

4、pany 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 levelTo 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 policiesT

5、o monitor and recommend the development of software applications in order to streamline the business processTo act as Subject matter expert (SME) and provide all necessary support for internal departments regarding on air-ticket areaAllKPIs for ticketing operationKPIs for internal air-ticket area sup