jdofamtrainingoperation.docVIP

香港中旅国际投资中央平台人力资源项目 内部文档，注意必威体育官网网址 第 PAGE 2页，共 NUMPAGES 2页 Assistant Manager, Training Operations 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 (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 levelTo 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 effectivenessAll KPIs for internal training support Internal customer satisfaction External customer satisfaction Staff attrition