於 Trip.com 集團工作

一般資料

姓名

Operation Manager

地點

KULBPO(CNX)

業務部

FU-IBU

工作時間

Full-Time

簽證 ID 類型

Customer Service Management

說明和要求

About Us

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 Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

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.

About the Role

The Operation Manager will lead the BPO team to achieve business and people-focused goals. This role involves collaborating with internal teams, driving process improvements, and ensuring high-quality service delivery. The Operation Manager will foster a positive, high-performance culture and act as the main point of contact between the organization and the BPO team.

Responsibilities

Business Performance: Drive KPI and SLA achievement by monitoring performance metrics and implementing targeted improvements.
Coaching & Development: Provide targeted leadership coaching that reduces agent errors and drives greater efficiency across frontline advisors.
Attendance Management: Own and drive initiatives to maintain optimal attendance and staffing levels.
Quality & Compliance: Ensure adherence to quality standards, SOPs, and operational integrity.
Special Projects: Lead initiatives to improve operations and drive continuous improvement.
Cross-Functional Collaboration & Culture Building

Act as a culture ambassador, ensuring Trip.com values are the center of any decisions.
Work closely with internal departments (Training, Product, Quality, Workforce, etc.)
Act as liaison with remote managers to align strategies and resolve escalations.

Qualifications

Proven experience in managing BPO operations and achieving performance metrics.
Strong analytical capability to monitor KPIs and translate data into actionable insights.
Excellent coaching and leadership development skills to foster team growth.
Familiarity with remote matrix management and stakeholder collaboration.
Ability to lead process improvements and deliver measurable results on strategic projects.
Willing to work according to EU service hours
Good knowledge of KL talent workforce and good understanding of target service audience and relevant cultural background in EU
Willing to base at the vendor site

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 and respect team members in and out of the workplace. 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 setting a goal and celebrate your success by recognizing the progress you have made.

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 What makes Trip.com Group a leading global travel service provider?

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

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

Have a good trip, and see you soon!