上海招聘

Core Responsibilities

• Conduct service process and procedure for front-line service team;
• Optimize or iterate existing service process and procedure through data analysis and process implementation monitoring, aiming to improving service efficiency and customer experience;
• Collect feedback from the service team, assist in answering related questions, and improve common process problems by project management.
• Cross-function communication and promotion, complete process design/debug and release, form a closed-loop mechanism;
• Fast learner and fully understand about OTA industry experience;
• 为一线服务团队制定服务流程，服务规则；
• 通过数据分析和流程实施过程监控，以提升服务效率和客户体验为目标，优化或迭代现有的服务流程及规则；
• 收集服务团队的反馈，协助解答相关问题，并用项目管理的方式对共性的流程问题进行改善；
• 跨部门沟通和推进，完成流程的设计/测试及发布，形成闭环机制；
• 了解行业动态，快速学习行业经验，并运用在业务中；

Key Qualifications and Experience

• Over 3 years of process management, project management or experience in the same position;
• Experience as Project Leader in independently leading improvement projects;
• Proficiency in office software, including but not limited to Microsoft Office, Visio, Xmind, Tableau, etc;
• Proficient in English listening, speaking, reading and writing, English can be used as a working language;
• Excellent adaptability, good pressure resistance, good team work and communication and coordination skills;
• Ability to think logically in flexible scenarios and complex project environments, to summarize and solve problems quickly, and to analyze data;
• PMP certification or Lean 6 Sigma certification is preferred;
• Experience in call center platform management or quality management or team management is preferred;
• Experience in OTA industry or foreign enterprises is preferred;
• Air tickets / Train tickets industry background is preferred;
• 3年以上流程管理，项目管理或者同岗位经验；
• 作为Project Leader独立带领改善项目的经验；
• 熟练使用各种办公软件，包含但不仅限于Office、Visio、Xmind、Tableau 等；
• 熟练的英语听说读写能力，英语可以作为工作语言；
• 优秀的适应性，良好的抗压能力，具有很好的团队合作和沟通协调能力；
• 具备灵活场景及复杂项目环境下的逻辑思维能力，归纳总结能力，快速解决问题的能力，有一定的数据分析能力；
• 有PMP认证或精益6 sigma认证者优先；
• 有呼叫中心平台管理或质量管理或团队管理经验者优先；
• 有OTA行业工作背景或外企工作经验者优先；
• 有机票/火车票行业背景者优先；

Education

• Bachelor degree or above, Master degree is preferred;
• Overseas study experience is preferred;
• 本科及以上学历，研究生优先；
• 海外留学经历优先；

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。