努力了的才叫梦想，不努力的就是空想！如果你一直空想的话，无论看多少正能量语录，也赶不走满满的负能量！你还是原地踏步的你，一直在看别人进步。Head, Training Academy职位描述文件职位识别信息职位名称Head, Training Academy所属部门Contact Center职位编号所在城市工作地点出差要求无偶尔经常常驻版本号V1.0生效日期工作网络关系直接上级职位VP, Operations汇报职位直接下级职位Asst. Manager, Planning& Development; Asst. Manager, Training Operation人员管理权限薪酬无 建议权 决定权直接下级人数2绩效无 建议权 决定权直接管辖团队2配备无 建议权 决定权业务指导职位对职位产生影响的外部机构外部培训机构受到职位影响的外部机构外部培训机构任职资格教育程度Graduate专业方向Human resource, Training, Aviation or psychology related工作经验 7 years Training and Development 经验 in which 3 years should be in managerial role 行业经验培训经历核心能力 客户导向 精诚协作 积极进取 立足创新 求真务实 敬业诚信通用能力 组织认知 个人管理 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 团队管理 员工管理 分析/解决问题 计划能力专业能力 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 知识管理职位目的与职责职位目的（存在的理由，限制和目标）To provide quality training services 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)业务类战略层面战术层面 To formulate short term and long term training and development plan as to enabling competent staff being trained up and achieve revenue and customer satisfaction target操作层面 To prepare, approve and closely monitor departmental operating budget and expenses. To collaborate with fellows team in order to accurate foreseen the ever changing internal customers training requirements To propose and engage external training vendors as to provide any developmental and special trainings. To act as gap-keepers and ensure all the new recruited can meet min. operating standard before releasing to Operation Teams. To plan and implement e-learning portal and measure its effectiveness. To partner with recruitment team and ensure non-stopped supply of competent human resources. To lead and motivate teams, monitor performance and work with buddy teams to continuously improve work process, policies and procedures. To identify tertiary institutions and implement bridging programs to grow potential Travel Consultants. To retain grow and develop competent team members in order to cope with future business expansion and individual career development. To measure and improve training effectiveness and reasonable ROI. All KPIs for internal customers training requirements Internal customer satisfaction External customer satisfaction Staff attrition 管理类 参与下属员工的招聘、任免、考核、晋升和调配，以建立、领导及激励高效团队 负责部门日常工作管理，监督检查本部门人员遵章守纪及工作落实情况 解决部门内工作协调和人员沟通，营造良好工作氛围全部部分内部满意度新员工试用期流失率