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Job DescriptionAbout UsFounded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, , Ctrip, Skyscanner, and Qunar.
Across its platforms, We have four Customer Service Centres for , 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 worlds leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
Role OverviewThe role falls under the region of APAC Service team which mainly provide service in Japan to Japanese speaking customers in all Lines of Business in , you will play the critical role in the site, be overall responsible and accountable for the day to day operations over Japan CS center with around 100 in house employees based in Tokyo, Japan.
Key Roles and ResponsibilitiesStrategy implementation1) Implement 2) Continuously to improve customer experience by translating local customer voice into actionsService Operation and Management1) Based on deep understanding of , drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets2) Work out clear and practical operation plan (annual, quarterly, monthly etc.
) for service team with KPI management policy and methodology3) Develop effective workflow and channels with establishing and optimizing standard procedures and processes4) Continuously seek to improve service performance by driving all kinds of improvement projects in service team5) Ensure all necessary reports are true reflection of operation and available for regular business review6) Identify issues and opportunities for improvement by analyzing root causes based on data7) Conduct regular meetings effectively to discuss and address operation issues with stakeholders8) Manage and supervise BPO teams in different locations, ensure clear delivery of project scope and objectives, and KPI targets are met9) Work closely with other customer service functions to ensure that the CS contact centers are well resourced and that initiatives/change are implemented on-time and in accordance to agreed objectives10) Provide the insight and liaise with stakeholders in different format (, business review) to timely address the issues and capture the improvement opportunities11) Lead and develop the operation managers with sufficient support and guidance, including supervising, coaching, performance review etc.
Financial performance:1) Responsible for team budget design, design and review cost reports on a monthly basis, and identify rooms for better managing costTeam building and development1) Establish motivational organism to maintain high team morale and drive a high level of performance.
2) Provide service team leads with sufficient support and guidance, including supervising, coaching, performance review etc.
3) Develop and implement employee development plan and retention planTeam Coordination1) 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 and Product, HR, Culture & Admin2) Coordinate with local partners for effective support, including Admin & IT, HR3) Work with BPO vendors on service delivery, regular business review and communicationRequirementsSkills1) Solid knowledge of contact center management tools including call monitoring skills, coaching, workforce management, etc.
2) Knowledge of employee recognition and reward practices3) Strong conflict and problem-solving skills4) Proven ability to effectively lead management team members5) Ability to clearly communicate at all levels6) Ability to perform duties with global vision and local insight7) Ability to develop action plans through data driven analysis8) Ability to generate and present proposals and reports on business operation9) Demonstrated as integrity, accountability, professionalism10) Fluent English skills both verbal and written11) COPC,PMP, 6sigma experience is preferredExperience1) Proven record of success in customer service team management2) Minimum of 10 years of contact center management experienceWork RelationsRegional Service DirectorLine manager of this role, provides support and instructions to address operation problems, conduct performance reviewSite General ManagerDotted report line of this role, provides overall support for local issues related with branding, marketing strategy and compliance etc.
Operation ManagerDirect subordinate, provides real situation of operation status, team performance and projects implementationOther Stakeholders1) Global Operations: Workforce Management, Project Management, Business Analysis2) Total Quality Management: Quality Assurance, Global Training3) Service Procedure4) Service Product5) HR in shanghai office and regional and local site6) Culture & AdminWhy 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 , you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
Whats more?Our rapid business growth in global offers abundant career opportunities atvarious levels and in multiple functionsInternal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impactWe provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
We encourage flexible work arrangementHave fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Clickto learn more about What makes Click to learn more about This is a Trip Where Both Your Career and Life Can Flourish!Find out more job opportunities at Have a good trip, and see you soon!
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