WHO WE ARE

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.
Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

WHO WE ARE LOOKING FOR

Our Edinburgh office serves as the European call centre for Trip.com , managing customer interactions across the continent. The RWFM team oversees nearly 300 agents located across EMEA. As a Real-time Workforce Management (RWFM) Specialist, your role will be crucial in scheduling and optimizing agent availability to align with projected business demands. You will analyse data and metrics to develop effective workforce planning strategies, ensuring seamless operation of our call centre services.

• Forecasting : Analysing historical data and trends to predict future workload (Inbound Contacts, Outbound Tasks, Customer Complaints) and required headcount to manage this.
• Scheduling : Creating and managing staff schedules to ensure that there are enough agents to handle the predicted workload, with Shrinkage taken into consideration as well.
• Real-time Management : Monitoring real-time contact centre performance and adjusting resources as needed. This can involve reallocating resources, adjusting schedules, or managing unexpected spikes in contact volume.
• Capacity Planning : Determining the optimal number of agents needed over a longer period to meet service level targets whilst minimising resource inefficiencies/cost.
• Reporting and Analysis : Generating reports on key performance indicators (KPIs) such as service levels, average handle time, and agent productivity. Analysing these reports to identify trends and areas for improvement for the Service Operations.
• Communication and Coordination : Collaborating with other teams and functions, such as Operations, Learning & Development, HR etc., to ensure alignment on scheduling needs