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1、Head, Training Academy职位描述文件职位识别信息职位名称Head, Training Academy所属部门职位编号所在城市工作地点出差要求版本号V1.0生效日期工作网络关系直接上级职位VP, Operations汇报职位Asst. Manager, Planning&直接下级职位Development; Asst.人薪Manager, Training员酬Operation管直接下级人数2理绩权效直接管辖团队2限配备业务指导职位对职位产生影受到职位影外部培训机构响的外部机响的外部机构构任职资格教育程度Graduate专业方向?7 years Training andDev
2、elopment经验in工作经验行业经验which 3 years should bein managerial role培训经历核心能力Contact Center无偶尔经常常驻无 建议权决定权无 建议权决定权无 建议权决定权外部培训机构Human resource, Training, Aviation or psychology related? 客户导向? 精诚协作? 积极进取? 立足创新? 求真务实? 敬业诚信通用能力职位目的与职责职位目的 （存在的理由， 限制和目标）? 组织认知? 个人管理? 绩效导向? 客户服务? 可靠性? 业务知识? 口头沟通? 系统运用? 书面沟通? 销售技
3、巧? 人际交往专业能力? 谈判能力? 效率导向? 质量导向? 领导力? 投诉处理? 团队管理? 知识管理? 员工管理? 分析 /解决问题? 计划能力To provide quality training services to support efficient operationsof the contact center as well as various business lines of the company as a whole.责任级职责范围别衡量标准（全部 /( 名称、定义、该职责所要达到的结果/目标 )(数量、质量 )部分 /协助）战略层面业务战术层面类? To formu
4、late short term and long term training and development plan as to enabling competent staff being trained up and achieve revenue and customer satisfaction target操作层面管理类? To prepare, approve and closelymonitor departmental operating budget and expenses.? To collaborate with fellows team in order to ac
5、curate 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 Te
6、ams.? To plan and implement e-learning portal and measure its effectiveness.? To partner with recruitment team andensure 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 proc
7、edures.? 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.? 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? KPIsforinternalcustomerstrainingrequirements? Internal? Allcustomersatisfaction? External customer satisfaction? Staff attrition内部满意度全部新员工试用期流部分失率