Team Leader

Regular Kuala Lumpur International Business Other Job ID : 5880

Update

Job Description

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.

Introduction

We are looking for Team Leaders, who will be supporting Trip.com’s customer advisors that help customers with products from hotel reservations to flight tickets to everything about travel. As the voice of Trip.com, you will use your interpersonal skills and passion to let travelers trust us to take care of their trip. This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part of our dynamic and fast-growing team?

In this Role, you’ll get to

• Responsible for the day-to-day supervision of a group of customer advisors including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Supervise the operational data of the call center and conduct proper onsite management and effectively distribute the daily workload for advisors on shift.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics (KPI) are achieved at a minimum weekly
• Host daily standups, weekly 1 : 1 and team meetings as well as effectively present key root cause analysis weekly to the management team. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Train and convey new procedures and monitor the implementation and performance, promptly highlighting challenges faced effectively via appropriate challenges aimed at constantly improving service quality.
• Effective handling of customer escalations with exemplary investigation skills and knowledge aimed towards providing an empathetic customer experience
• Conduct communication concerning the monthly performance appraisal with direct reports as well as yearly review recommendations
• Work with local Workforce Management for the daily channel distributions and all ad-hoc Real Time Management of Service Levels.
• Compete the tasks assigned by Operation Manager / Group Leader in time.

What you'll Need to Succeed

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?

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

#J-18808-Ljbffr