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1、尽管波浪理论是现存最好的预测工具，但它主要不是一种预测工具；它是对市场行为的细致刻画。不过，这种刻画的确传达了有关市场在行为连续统一体中所处位置，及其随后的运动轨迹方面的学问。波浪理论的主要价值在于它为市场分析提供了一种背景。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Ticket
2、ing 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 ex
3、perience 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，限制和目标）To manage an effective operation of the
4、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
5、 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 areaAll KPIs for ticketing operation KPIs for internal air-ticket area support Internal customer satisfaction External customer satisfaction Staff attrition
