职位描述-航空票务操作经理

来源：阿莱美食

职位描述文件

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