Careers at Trip.com Group

General information

Name

RWFM Specialist

Location

ONE Lochrin Square, Edinburgh

Business unit

FU-IBU

Working time

Full-Time

Type

Work Force Management

Description & Requirements

Who we are

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 contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees 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.

Who we are looking for

Our Edinburgh office serves as the European call centre for Trip.com, managing customer interactions across the continent. The RWFM team oversees nearly 300 agents located across EMEA. As a Real-time Workforce Management (RWFM) Specialist, your role will be crucial in scheduling and optimizing agent availability to align with projected business demands. You will analyse data and metrics to develop effective workforce planning strategies, ensuring seamless operation of our call centre services.

What you will get in return

33 days annual leave (including bank holidays)
3 additional days for parents/guardians
Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
Employee well-being program, Employee Assistance Program and enhanced sick pay
Extensive learning opportunities and resources to further your career
Annual travel points which can be redeemed at Trip.com towards your next adventure
Enhanced family policies (maternity/paternity/adoption)
Life and health insurance
Birthday cake on your birthday
Free on-site gym
Hybrid working
Frequent employee engagement events
Refer a friend bonus scheme

Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.

Working hours- The standard working pattern will be 37.5 hours per week. You will work shifts on a rotation basis from Monday to Friday between 7am and 8pm. The rota will be confirmed one month in advance.

Salary - £29,500 per annum – negotiable depending on experience

What you'll be doing

Forecasting: Analysing historical data and trends to predict future workload (Inbound Contacts, Outbound Tasks, Customer Complaints) and required headcount to manage this.
Scheduling: Creating and managing staff schedules to ensure that there are enough agents to handle the predicted workload, with Shrinkage taken into consideration as well.
Real-time Management: Monitoring real-time contact centre performance and adjusting resources as needed. This can involve reallocating resources, adjusting schedules, or managing unexpected spikes in contact volume.
Capacity Planning: Determining the optimal number of agents needed over a longer period to meet service level targets whilst minimising resource inefficiencies/cost.
Reporting and Analysis: Generating reports on key performance indicators (KPIs) such as service levels, average handle time, and agent productivity. Analysing these reports to identify trends and areas for improvement for the Service Operations.
Communication and Coordination: Collaborating with other teams and functions, such as Operations, Learning & Development, HR etc., to ensure alignment on scheduling needs

What you'll need

At least 1 year of workforce management or data analytics
Fluent in written and verbal English
Proficiency with Excel, with an experience working with numbers and data
Attention to detail and an analytical approach
Good communication skills to build up effective collaboration (both here in EDI, and across our global sites)
Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation
Ability to work under pressure
Proactive and self-motivated
Strong time management skills, and the ability to meet deadlines

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 personal growth and career development. 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 taking the first steps in to your career with us!

Click the link to learn more about What makes Trip.com Group a leading global travel service provider? https://www.youtube.com/watch?v=w4D31J3atps

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!