Group Leader, Call Center

2 weeks ago

Kuala Lumpur, Malaysia Trip.com Group Full time

**About Us**

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**
- Responsible for 3-4 service teams management and report to Operation Manager on overall performance and progress.
- Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching.
- Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products
- Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams.
- Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution.
- Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization.
- Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.

**What you'll Need to Succeed**
- Full-Time Bachelor degree or above;
- 2-5 years service experience with small-medium team management is preferred.
- Proficiency in English and Malay both verbal and written;
- Proficient in MS office tools;
- Have good communication skills, executive and detailed-oriented, serious and responsible work attitude, and have the spirit of cooperation.
- Able to effectively collate feedback from the service teams and drive improvement initiatives
- Demonstrates impeccable Root Cause Analysis skills aimed towards improving Efficiency and Quality in the service teams
- Self-motivated as well as a passion to drive service teams to achieve success in a competitive and high pressure environment.

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.

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish

Have a good trip, and see you soon

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