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。Manager, Operations (call centre/e-sales & corporate sales)职位描述职位识别信息职位名称Manager, Operations (call centre/e-sales & corporate sales)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AVP, Operations/VP, Operations汇报职位直接下级职位Assistant Manager, Operations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3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酒店、航空公司、电讯运营商、公司客户受到职位影响的外部机构酒店、航空公司、电讯运营商、公司客户任职资格教育程度Post-secondary专业方向business or social science related工作经验 2 year or above in Customer Care or Call Centre Operation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 manage and oversee a sizable contact centre operation, e-sales or corporate sales team 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 develop short term and long term tactics and strategy to maximize sales & service level. To map out resources and identify synergy between internal departments and external parties To build up and foster customer caring cultureAll KPIs for pre-set sales and services target操作层面 To ensure both internal and external customer satisfaction level being met To deal with and resolve any customers complaints and ensure their satisfaction level To monitor staff performance and conduct 1-on-1 coaching To foster a customer care culture and encourage two-way and open communications To give recommendation to improve and streamline process flow and in-house policies To handle any follow up request or bookings with internal department, airlines or partner hotelsAll 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