Manager,TicketingOperationCentre岗位说明书

1、Man ager, Ticketi ng Operati on Centre 岗位说明书职位识别信息职位名称Man ager, Ticket ingOperati on Cen tre所属部门Con tact Cen ter职位编号所在都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 ,Operati ons汇报职位直截了当下级职位Ticketi ng Con sulta nts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 决定权直截了当管辖团队配 备无建议权 决定权业务指导职位对职位产生阻碍的

2、外部机构酒店、航空公司、电信运营 商、公司客户受到职位阻 碍的外部机 构酒店、航空公司、电信运营 商、公司客户任职资格教育程度Post-sec on dary专业方向tourism, aviati on or bus in ess related工作体会? 5 year or above in travel age ncy or airli nes reservation and ticketing experie nce with at least 2 years in supervisory capacity行业体会培训经历核心能力?客户导向 ?精诚协作 ?主动进取 ?立足创新 ?求真务实

3、 ?敬业诚信通用能力?组织认知?个人治理?绩效导向?可靠性? 口头沟通?书面沟通?人际交往?谈判能力?领导力?团队治理?职员治理?分析/解决咨询题?打算能力专业能力?客户服务 ?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 目标）To man age an effective operatio n of the Ticketi ng Operati on Centre to support efficie nt operati ons of the con tact cen ter as well as vario b

4、us in ess lines of the compa ny as a whole.职责范畴（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）业务类战略层面:战术层面操作层面? To collaborate with internal departme nts and airli nes in han dli ng any special complai nts and make decisi on on refu nd matters .? To develop and design effective process flow and re

5、comme nd for secti on in-house policies? To monitor and recommend the developme nt of software applicati ons in order to streamli ne the bus in ess process? To act as Subject matter expert (SME) and provide all n ecessary support for in ter nal departme nts regard ing on air-ticket areaAll? KPIsforticketi ng operati on? KPIsforin ternal air-ticket area support? In ter nal customer satisfacti on? External customer satisfacti on? Staff attrition治理类?参与下属职员的聘请、任免、考核、 晋升和调配，以建立