OPERATIONS MANAGER, 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 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; commit

  t
  ed to excellence

• Solid knowledge of call center management and MS office tools; monitoring and coaching skill

  s

• Solid leadership and people skills

• 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