Operation Manager

6 days ago

กรงเทพมหานคร, Thailand Trip.com Full time

**About Us**

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（3-5 sentences）**

Introduce the positioning of this team：

**In this Role, you’ll get to**:

- **Role Overview**
- To work with management team to ensure projects launched and accomplished successfully
- To ensure targeted operations KPIs are achieved
- To maintain a high level of customer satisfaction through consistent quality service delivery
- To maintain a high team morale by providing leadership, guidance, and coaching to the team members

**Core 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

**Requirements**:

- Bachelor's degree or above
- Commitment to excellence
- Committed to data-driven, decision-making, and result oriented
- Clear communication skills
- Solid knowledge of call center management tools including monitoring skills, coach skills, telephone and other technology etc.
- Ability to deliver quality results under pressure
- Fluent in spoken and written English
- Proficient in MS Office tools

**Experience**
- 5+ years managing and coaching contact center teams with more than 50 members
- Understand different cultures, international background or worked in international environment is preferred.
- COPC/6 Sigma/PMP experience is preferred

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 This is a Trip Where Both Your Career and Life Can Flourish

Have a good trip, and see you soon

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