职位识别信息 |
职位名称 | Manager, Ticketing Operation Centre | 所属部门 | Contact Center |
职位编号 | | 所在城市 | SZ |
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 | AVP, Operations/VP, Operations | 汇报职位 | |
直接下级职位 | Ticketing Consultants | 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 | Post-secondary | 专业方向 | tourism, aviation or business related |
工作经验 | - 5 year or above in travel agency or airlines reservation and ticketing experience with at least 2 years in supervisory capacity
| 行业经验 | |
培训经历 | | 管理技能 | - Control
- Planning
- Delegation
- Coordination
|
专业技能 | - Ticketing operation experience in travel agency or airlines reservation
| 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，和目标） | To manage an effective operation of the Ticketing Operation Centre 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 | Operational level | - To collaborate with internal departments and airlines in handling any special complaints and make decision on refund matters.
- To develop and design effective process flow and recommend for section in-house policies
- To monitor and recommend the development of software applications in order to streamline the business process
- To act as Subject matter expert (SME) and provide all necessary support for internal departments regarding on air-ticket area
| All | - KPIs for ticketing operation
- KPIs for internal air-ticket area support
- Internal customer satisfaction
- External customer satisfaction
- Staff attrition
|