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. TicketingOperati on Cen tre所属部门Con tact Cen ter职位编号所在城市SZ工作地点Con tact Cen ter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 ,Operati ons汇报职位直接下级职位Ticketi ng Con sulta nts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, Con tact Cen ter; Gen e

2、ral Man agers of other departme nts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-sec on dary专业方向tourism, aviati on or bus in ess related工作经验? 5 year or above in travel age ncy or airli nes reservation and ticketing experie nce with at least 2 years in supervisory capacity行业经验培训经历管理技能? Control? Planning? De

3、legation? Coordination专业技能? Ticketing operation experie nce in travel age ncy or airli nes reservati on通用技能? Communication? Leadership and people man ageme nt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 Ticket ing Operati on Centre to suppor efficie nt operati ons of the con tac

4、t cen ter as well as various bus in ess lines of th compa ny as a whole.职责范围名称、定义、该职责所要到达的结果/目标责任级别全部/ 局部/协 助衡量标准数量、质量业务类Operatio nal level? To collaborate with internal departments and airli nes in han dli ng any special compla ints and make decisi on on refund matters .? To develop and design effe

5、ctive process flow and recomme 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

6、-ticket areaAll?KPIs for ticket ingoperati on? KPIs for internal air-ticketareasupport? Internal customer satisfacti on? External customer satisfacti on? Staff attrition第3页，共 4页内部文档，注意保密 还有一大批隐藏技能你不知道。掌握他们，你将开启新世界的大门。Tab+Enter,在编过号以后，会自动编号段落Ctrl + D 调出字体栏，配合 Tab+Enter 全键盘操作吧Ctrl + L 左对齐， Ctrl + R 右对齐， Ctrl + E 居中Ctrl + F 查找，Ctrl + H 替换。然后关于替换，里面又大有学问！有时候Word文档中有许多多余的空行需要删除，这个时候我们可以完全可以用查找替换来轻松解决。翻开 编辑菜单中的 替换对话框，把光标定位在 查找内容输入框中，单击 高级按钮，选择 特 殊字符中的段落标记两次，在输入框中会显示“ PAP，然后在替换为输入框中用上面的方法插入一