上海招聘

Ctrip IBU Customer Service Operation Manager

Location: Japanese Operation Manager in Tokyo, English Operation Manager in Edinburgh, Korean Operation Manager in Seoul

Role Overview

• To work with management team to ensure projects launch and accomplish successfully;
• To ensure targeted operations KPIs are achieved;
• To maintain a high level of customer satisfaction through consistent quality service delivery;
• To maintain a high team morale by providing leadership, guidance, and coaching to the team members;

Line Manager: Service Manager

Team Size: 100+

Core Responsibilities

• To be 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 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 situations;

Requirements

• Commitment to excellence;
• Committed to data driven decision making and result oriented;
• Clearly 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;
• Proficient in MS office tools;

Experience

• 5+ years managing and coaching contact center teams more than 50 members
• Understand different cultures, international background or worked in international environment is preferred.
• COPC/6 Sigma/PMP experience is preferred;

Education

• Bachelor degree is required.

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.
携程集团（纳斯达克股票代码：TCOM）是一家领先的在线旅游服务提供商，旗下品牌包括Tirp.com，携程，天巡和去哪儿。携程集团能够整合复杂的旅游相关信息并通过其先进的移动端app，网站以及24小时无间断的免费客户服务中心提供旅游产品预订和服务，帮助商务和休闲游用户获取信息，降低成本。携程集团自1999年成立、2003年纳斯达克上市以来发展迅速，已经成为全球***的旅游服务提供商之一。