Full Time Operation Manager Jobs, in Trip.com Group Federal Territory - Maukerja

About Us

************* 's unique selling proposition is its exceptional global service. We have consistently prioritized brand reputation and customer experience through our dedicated service efforts.

Since 2014, ************* 's Customer Support Center (CSC) has expanded to include 15 global customer support centers worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travelers around the world.

Our service strategy revolves around localization, adapting to local cultures, and acting as a bridge between customers and suppliers. We utilize technology to improve service efficiency and rely on highly skilled personnel to address complex issues. With our overarching goal of cost-saving and efficiency improvement, we have implemented various service projects.

Title: Operations Manager

Work Site: Kuala Lumpur

Role Type: Manager

Employment Type ： Full-time Employee

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;

Qualifications

• Full-Time Bachelor degree or above;
• 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;
• 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;

Why Choose Us

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 ************* 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
• Enjoy discounts for booking travel products at *************
• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Have a good trip, and see you soon!