Global Operations Manager
3 days ago
We are looking for a Team Leader who will be supporting Trip.com's customer advisors that help customers with products from hotel reservations to flight tickets to everything about travel. This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development.
About UsTrip.com Group is a leading global travel service provider comprising Trip.com, Ctrip, Skyscanner, and Qunar. 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.
What You'll Do- Supervise a group of customer advisors, including work and attendance monitoring.
- Identify performance-related issues and develop an action plan for improvement.
- Coach direct reports on their performance, ensuring performance metrics (KPI) are achieved.
- Host daily standups, weekly 1:1 meetings, and team meetings to ensure expedient communication and input.
- Effectively handle customer escalations with exemplary investigation skills and knowledge.
- Minimum two years leadership experience in customer service team preferred.
- Experience in internet companies, call centres, or the tourism industry preferred.
- Strong communication skills with proficiency in both English and Malay.
- Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
- Ability to mentor, coach, and provide direction to a team of employees.
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IT Operations Manager
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Operations Director
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