2022年Manager, Ticketing Operation Centre岗位说明书.doc

《2022年Manager, Ticketing Operation Centre岗位说明书.doc》由会员分享，可在线阅读，更多相关《2022年Manager, Ticketing Operation Centre岗位说明书.doc（3页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、Manager, Ticketing Operation Centre职位描绘职位识别信息职位名称Manager, Ticketing Operation Centre所属部门Contact Center职位编号所在城市工作地点出差要求无偶然经常常驻版本号V1.0生效日期工作网络关系直截了当上级职位AVP, Operations/VP, Operations汇报职位直截了当下级职位Ticketing Consultants人员治理权限薪酬无 建议权 决定权直截了当下级人数9绩效无 建议权 决定权直截了当收辖团队装备无 建议权 决定权业务指导职位对职位产生妨碍的外部机构酒店、航空公司、电信运营商

2、、公司客户遭到职位妨碍的外部机构酒店、航空公司、电信运营商、公司客户任职资历教育程度Post-secondary专业方向tourism, aviation or business related工作经历 5 year or above in travel agency or airlines reservation and ticketing experience with at least 2 years in supervisory capacity 行业经历培训经历核心才能 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用才能 组织认知 个人治理 绩效导向 可靠性 口头沟通

3、 书面沟通 人际交往 会谈才能 领导力 团队治理 员工治理 分析/处理咨询题 计划才能专业才能 客户效劳 业务知识 系统运用 销售技巧 效率导向 质量导向 投诉处理 知识治理职位目的与职责职位目的（存在的理由，限制和目的）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、

4、定义、该职责所要到达的结果/目的)责任级别（全部/部分/协助）衡量标准(数量、质量)业务类战略层面战术层面操作层面 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 th

5、e 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 areaAll KPIs for ticketing operation KPIs for internal air-ticket area support Internal customer satisfaction External customer satisfaction Staff attrition 治理类 参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及鼓励高效团队 负责部门日常工作治理，监视检查本部门人员遵章守纪及工作落实情况 处理部门内工作协调和人员沟通，营建良好工作气氛全部部分内部满意度新员工试用期流失率