Operation Manager

General information

Description & Requirements

About Us

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 Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered 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.

In this Role, you’ll get to

• To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;
• Maintain and improve customer satisfaction across all channels and products by driving NPS and CSAT 
• Accountable for managing absence, attrition and adherence within the teams;
• Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans;
• Responsible for maximizing team productivity;
• To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;
• Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements;
• Developing excellent working relationships across all functions within the business and management of conflict resolution;

What you'll Need to Succeed

• 5+ years managing and coaching contact center teams more than 50 members
• Understanding different cultures, international background and experience working in a diverse environment is preferred.
• Driving key Contact Center metrics which includes Efficiency and Quality
• Managing various support functions such as Trainers, Quality Controllers and Workforce Management
• Driving key improvements beyond direct reports, ensuring key initiatives are implemented at all levels
• COPC/6 Sigma/LEAN/PMP experience is preferred;
• Commitment to excellence;
• Committed to data driven decision making and result oriented;
• Clear communication skills;
• Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc.
• Ability to deliver quality results under pressure;
• Fluent spoken and written English and Malay;
• Proficient in MS office tools as well as various contact center systems and reporting tools;

Why Trip.com Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.

What’s more?

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

• Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

• We encourage flexible work arrangement

• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.