Operation Manager/Service Manager(MJ035081)

Responsibilities

· Strategy implementation

• Implement

Trip.com

strategy of “Great quality and Globalization” in EN/JP/KR/EU/SEA service team.

• Continuously 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 mechanisms 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

岗位职责

· 战略实施

在英/日/韩/欧/东南亚服务团队中，落实携程“高品质与全球化”的战略方针。

将本地客户的反馈转化为实际行动，持续提升客户体验。

· 服务运营与管理

基于对携程产品与服务的深刻理解，确保为客户提供优质服务，成功达成既定的KPI目标并按时交付。

运用KPI管理政策与方法论，为服务团队制定清晰且切实可行的运营计划（年度、季度、月度等）。

通过建立和优化标准作业流程与渠道，开发高效的 workflow 及协作通路。

通过在服务团队内推动各类改进项目，持续寻求提升服务绩效的机会。

确保所有必要报告真实反映运营状况，并可供定期业务回顾使用；能够通过准确的分析与解读，识别问题及改进机会。

高效组织定期会议，与相关方讨论并解决运营问题。

管理和监督不同地点的BPO（业务流程外包）团队，确保项目范围与目标清晰传达，并达成KPI指标。

与WFM（劳动力管理）团队及人力资源团队紧密合作，制定人力规划及新员工培训资源方案。

· 财务绩效

负责团队预算设计，按月制定并审核成本报告，识别成本优化空间。

· 团队建设与人才发展

建立激励机制，维持高昂的团队士气，驱动高绩效表现。

为服务团队主管提供充分的支持与指导，包括监督、辅导、绩效评估等。

制定并实施员工发展计划及人才保留计划。

· 团队协作

与各支持部门的内部伙伴（如全球运营、全面质量管理、服务流程、服务项目、人力资源、企业文化与行政等）紧密合作，确保服务团队获得充足资源。

与本地伙伴（如行政与IT、人力资源）协调，获取有效支持。

与BPO供应商就服务交付、定期业务回顾及沟通进行协作。

Qualifications

Skills

• Full-Time Bachelor degree or above

• 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

• Fluent English skills both verbal and written

• COPC, PMP, 6sigma experience is preferred

• Fluent English communication skills, proficiency in service language (either JP, KR, EU, SEA etc.) is plus

Experience

• Proven record of success in customer service team management

• Minimum of 10 years of contact center management experience

任职要求

技能

全日制本科及以上学历。

扎实的客服中心管理工具知识，包括通话监控技能、辅导、劳动力管理等。

了解员工认可与激励奖励实践。

具备较强的冲突处理与问题解决能力。

具备有效领导管理团队成员的能力证明。

能够在不同层级间进行清晰沟通。

具备全球视野与本地洞察力相结合的工作能力。

展现出正直诚信、责任感与专业精神。

流利的英语书面与口头表达能力。

拥有COPC、PMP、六西格玛经验者优先。

英语沟通流利，同时精通服务地区语言（如日语、韩语、欧洲语言、东南亚语言等）者优先。

经验

具备客户服务团队管理的成功履历。

至少10年客服中心管理经验。