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
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
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