职位描述文件职位识别信息职位名称Assistant Manager, Planning & Development所属部门Contact Center职位编号所在城市工作地点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 (Application/E-portal & leadership Development) & Administrator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, 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 managerial experience of training in MNC corporations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 team of training leads 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 level To recommend and formulate training strategy and execute training plans To develop management trainee and leadership programs as to supplement quality leaders for business growth To partner with external training solution providers to deliver training classes 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