旅游顾问主管职位描述文件
职位识别信息
职位名称 Leader, Operations 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 生效日期
工作网络关系
直接上级职位
Assistant Manager,
Operations
汇报职位
直接下级职位 Travel Consultant
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
人员
管理
权限
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 Post-secondary 专业方向
preferably in business or social
science related subjects
工作经验
• 2 year or above in
Customer Care or Call
Centre Operation
experience
行业经验
培训经历 管理技能
• Control
• Planning
• Delegation
• Coordination
专业技能
• call centre/e-sales &
corporate sales in
Customer Care or Call
Centre Operation
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 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)
Operational
level
• To deal with and resolve any
customers complaints and ensure
their satisfaction level
• To monitor staff performance and
conduct 1-on-1 coaching
• To assist sub-ordinates to handle any
complicated sales and service
requests
• To provide on-the-job trainings for
new recruited and ensure the quality
of staff
• 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 hotels
All
• KPIs for pre-set
sales and services
of call center
operation
• Internal customer
satisfaction
• External
customer
satisfaction
• Staff attrition
