Team Leader - In-house Contact Center

TEAM LEADER, PHCC

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:

*

Responsible for daily work of the team and ensure the normal operation

*

Supervise the operational data of the call center and conduct proper onsite management

*

Properly distribute the daily tasks within the team and host daily meetings

*

Supervise the staff KPI and take precautions to enhance the ability of the staff

*

Train and convey new procedures and monitor the implementation and performance

*

Deal with the complaints and communicate with staff regularly

*

Conduct communication concerning the monthly performance appraisal with staff

*

Arrange rational shift by estimating the volume of business

*

Propose projects that optimize the working procedures and complete them

*

Cooperate closely with other team leaders

Job Requirements:

*

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

*

At least 3 years supervisory experience in customer service team; travel/tourism industry, preferred

*

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

*

Ability to lead and motivate teams; has strong teamwork spirit

*

Good sense of responsibility and self-management skills

*

Project management and data analysis skills

*

Strong work ethic; solutions-oriented and results-driven

*

Proactive, flexible and capable of working independently as well as working with a team

Desired Skills and Experience

Job Responsibilities:

Responsible for daily work of the team and ensure the normal operation

Supervise the operational data of the call center and conduct proper onsite management

Properly distribute the daily tasks within the team and host daily meetings

Supervise the staff KPI and take precautions to enhance the ability of the staff

Train and convey new procedures and monitor the implementation and performance

Deal with the complaints and communicate with staff regularly

Conduct communication concerning the monthly performance appraisal with staff

Arrange rational shift by estimating the volume of business

Propose projects that optimize the working procedures and complete them

Cooperate closely with other team leaders



Job Requirements:

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

At least 3 years supervisory experience in customer service team; travel/tourism industry, preferred

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

Ability to lead and motivate teams; has strong teamwork spirit

Good sense of responsibility and self-management skills

Project management and data analysis skills

Strong work ethic; solutions-oriented and results-driven

Proactive, flexible and capable of working independently as well as working with a team