1、職位描述文件職位識別信息職位名稱Manager, Ticketing Operation Centre所屬部門ContactCenter職位編號所在城市SZ工作地點ContactCenter出差要求無偶爾經常常駐版本號V1.0生效日期2005年6月15日工作網絡關系直接上級職位AVP, Operations/VP, Operations匯報職位直接下級職位Ticketing Consultants人員管理權限薪酬無建議權 決定權直接下級人數3績效無 建議權 決定權直接管轄團隊5-7配備無 建議權 決定權業務指導職位Sr. VP, ContactCenter; General Managers

2、of other departments對職位產生影響的外部機構受到職位影響的外部機構任職資格教育程度Post-secondary專業方向tourism, aviation or business related工作經驗5 year or above in travel agency or airlines reservation and ticketing experience with at least 2 years in supervisory capacity行業經驗培訓經歷管理技能ControlPlanningDelegationCoordination專業技能Ticketing

3、operation experience in travel agency or airlines reservation通用技能CommunicationLeadership and people management 職位目的與職責職位目的（存在的理由，限制和目標）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 com

4、pany as a whole.職責范圍(名稱、定義、該職責所要達到的結果/目標)責任級別（全部/部分/協助）衡量標準(數量、質量)業務類Operational levelTo 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 policiesT

5、o monitor and recommend the development of software applications in order to streamline the business processTo act as Subject matter expert (SME) and provide all necessary support for internal departments regarding on air-ticket areaAllKPIs for ticketing operationKPIs for internal air-ticket area sup