Senior Market Manager, Regional and Aquicition Team
2 weeks ago
Full Time
Trip.com
Posted 1 day ago
Full Job DescriptionJob Description
About Us
Trip.com Group Limited(Nasdaq: TCOM) is a leading one-stop travel service providerconsisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across itsplatforms, Trip.com Group enables local partners and travelers aroundthe world to make informed and cost-effective bookings for travelproducts and services, through aggregation of comprehensivetravel-related information and resources, and an advanced transactionplatform consisting of mobile apps, Internet websites, and 24/7customer service centers. Founded in 1999 and listed on Nasdaq in2003, Trip.com Group has become one of the largest travel companies inthe world in terms of gross merchandise value.
JobResponsibilities:
- Work with management team to ensureprojects launch and accomplish successfully; ensure targetedoperations KPIs are achieved
- Maintain high level ofcustomer satisfaction through consistent quality service delivery
- Maintain high team morale by providing leadership,guidance, and coaching to the team members
- Accountable forensuring that all operational performance measures are consistentlyachieved/exceeded
- Maintain and improve customersatisfaction across all channels and products
- Accountablefor managing absence, attrition and adherence within the team
- Measure performance of the key team members against SMARTobjectives and behavioral competencies, identify areas for improvementand personal development through 1:1 coaching and devise appropriateaction plans; responsible for maximizing team productivity
- Develop, identify, grow and maintain talent by embeddinghigh-performance culture, provide regular feedback and coaching andensure strong succession plans are in place
- Analyze,interpret and report to the Service Manager on performance statisticsidentifying trends and presenting appropriate recommendations forimprovements
- Develop excellent working relationships acrossall functions within the business and management of conflictsituations
Job Requirements:
- Bachelor's degree inManagement, Comms, and/or any relevant field
- Excellentverbal and written English communication skills;ability to speakMandarin is a plus
- 5+ years experience in customer carecenter management with more than 50 FTEs; travel and/or internationalenvironment experience, preferred
- Proven ability tounderstand different cultures, international background
- COPC / Six Sigma / PMP experience, preferred
- Data-drivenand results-oriented; ability to work under pressure
- Strongdecision-makingskills; committed to excellence
- Solidknowledge of call center management and MS office tools; monitoringand coaching skills
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