Group Leader - In-house contact center

About Us

Trip.com Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group enables local partners and travelers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centers. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group has become one of the largest travel companies in the world in terms of gross merchandise value.

Job Responsibilities:

* Work with management team to ensure projects launch and accomplish successfully; ensure targeted operations KPIs are achieved

* Maintain high level of customer satisfaction through consistent quality service delivery

* Maintain high team morale by providing leadership, guidance, and coaching to the team members

* Accountable for ensuring that all operational performance measures are consistently achieved/exceeded

* Maintain and improve customer satisfaction across all channels and products

* Accountable for managing absence, attrition and adherence within the team

* Measure performance of the key team members against SMART objectives and behavioral competencies, identify areas for improvement and personal development through 1:1 coaching and devise appropriate action plans; responsible for maximizing team productivity

* Develop, identify, grow and maintain talent by embedding high-performance culture, provide regular feedback and coaching and ensure strong succession plans are in place

* Analyze, interpret and report to the Service Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements

* Develop excellent working relationships across all functions within the business and management of conflict situations

Job Requirements:

* Bachelor's degree in Management, Comms, and/or any relevant field

* Excellent verbal and written English communication skills; ability to speak Mandarin is a plus

* 5+ years' experience in customer care center management with more than 50 FTEs; travel and/or international environment experience, preferred

* Proven ability to understand different cultures, international background

* COPC / Six Sigma / PMP experience, preferred

* Data-driven and results-oriented; ability to work under pressure

* Strong decision-making skills; committed to excellence

* Solid knowledge of call center management and MS office tools; monitoring and coaching skills

* Solid leadership and people skills

Desired Skills and Experience

Job Requirements:

* Bachelor's degree in Management, Comms, and/or any relevant field

* Excellent verbal and written English communication skills; ability to speak Mandarin is a plus

* 5+ years' experience in customer care center management with more than 50 FTEs; travel and/or international environment experience, preferred

* Proven ability to understand different cultures, international background

* COPC / Six Sigma / PMP experience, preferred

* Data-driven and results-oriented; ability to work under pressure

* Strong decision-making skills; committed to excellence

* Solid knowledge of call center management and MS office tools; monitoring and coaching skills

* Solid leadership and people skills