Key Roles and Responsibilities

Strategy implementation

• Implement Trip.com strategy of “Great quality and Globalization” in Korea service team.
• Continuously to improve customer experience by translating local customer voice into actions

Service Operation and Management

• Based on deep understanding of Trip.com product and service, ensure to provide great service to customers with successful achievement of targeted KPI goals and on-time delivery
• Work out clear and practical operation plan (annual, quarterly, monthly etc.) for service team with KPI management policy and methodology
• Develop effective workflow and channels with establishing and optimizing standard procedures and processes
• Continuously seek to improve service performance by driving all kinds of improvement projects in service team
• Ensure all necessary reports are true reflection of operation and available for regular business review; able to identify issues and opportunities for improvement by correct analysis and interpretation
• Conduct regular meetings effectively to discuss and address operation issues with stakeholders
• Manage and supervise BPO teams in different locations, ensure clear delivery of project scope and objectives, and KPI targets are met
• Work closely with WFM team and HR team on work force plan and new hire training resources

Financial performance:

• Responsible for team budget design, design and review cost reports on a monthly basis, and identify rooms for better managing cost.

Team building and development

• Establish motivational organism to maintain high team morale and drive a high level of performance.
• Provide service team leads with sufficient support and guidance, including supervising, coaching, performance review etc.
• Develop and implement employee development plan and retention plan

Team Coordination

• Work closely with internal partners from all supporting functions to ensure sufficient resources for service team, such as Global Operations, Total Quality Management, Service Procedure, Service Project, HR, Culture & Admin
• Coordinate with local partners for effective support, including Admin & IT, HR
• Work with BPO vendors on service delivery, regular business review and communication

Requirements

Skills

• Solid knowledge of contact center management tools including call monitoring skills, coaching, workforce management, etc.
• Knowledge of employee recognition and reward practices
• Strong conflict and problem-solving skills
• Proven ability to effectively lead management team members
• Ability to clearly communicate at all levels
• Ability to perform duties with global vision and local insight
• Demonstrated as integrity, accountability, professionalism
• COPC,PMP, 6sigma experience is preferred
• Fluent English and Korea communication skills

Experience

• Proven record of success in customer service team management
• Minimum of 10 years of contact center management experience