Service Manager

Volume forecast for the next 3-6-12 months, staffing, and scheduling based on the forecasted volume

Responsible for creating efficient schedules, processing and managing overtime and under time

Achieve daily, weekly, monthly & quarterly service level and efficiency goals

Watch over real-time queues and make real time skilling changes

Monitor handling times and adherence SLA under / over achievement

Constantly monitor staff movements in line with forecast plan

Provide recommendations on changes / improvements to ensure that SLAs are met

Bachelors degree in Management, Comms, and / or any relevant field

At least 3 yearsworkforce management experience in customer service environment; travel / tourism industry, preferred

Excellent written and verbal English communication skills;ability to speak Mandarin is a plus

Proven expertise in understanding the intricacies of forecasting and how to build a robust plan that accommodates for variation

Good computer skills and knowledge of MS Office tools

Strong strategic thinking; ability to work proactively

Positive and forward-thinking attitude; diligent and results-orientated

Strong customer-oriented mindset; organization and time management skills, Bachelors degree in Management, Comms, and / or any relevant field

At least 2-3 yearsworkforce management experience in customer service environment; travel / tourism industry, preferred

Excellent written and verbal English communication skills;ability to speak Mandarin is a plus

Proven expertise in understanding the intricacies of forecasting and how to build a robust plan that accommodates for variation

Good computer skills and knowledge of MS Office tools

Strong strategic thinking; ability to work proactively

Positive and forward-thinking attitude; diligent and results-orientated

Strong customer-oriented mindset; organization and time management skills

About Trip.com Group

Trip.com Group (NASDAQ : CTRP) was founded in 1999 and it's headquartered in Shanghai, China.

Trip.com Group, with more than 30,000 employees worldwide, is :

Chinas leading travel services provider

Ranked No. 1 among China travel groups in 2015

Covering over 50% of the online travel service market share

The 2nd largest global online travel services company in terms of market value

Chinas largest domestic travel services company

In 2009, 2010 and 2014, Trip.com Group invested in ezTravel (Taiwan) and Wing On Travel (Hong Kong), expanding its business and services into Taiwan, Hong Kong, Macau and North America as well as additional destinations worldwide.

Trip.com Group started its International Business towards the end of 2013, and the extent and pace of growth continues at an impressive rate.

As part of the exciting global expansion strategy, Trip.com is now growing its team in the Philippines to make its presence even more vibrant in Asia and the global market., Trip.com Group (NASDAQ : CTRP) was founded in 1999 and it's headquartered in Shanghai, China.

Trip.com Group, with more than 30,000 employees worldwide, is :

Chinas leading travel services provider

Ranked No. 1 among China travel groups in 2015

Covering over 50% of the online travel service market share

The 2nd largest global online travel services company in terms of market value

Chinas largest domestic travel services company

In 2009, 2010 and 2014, Trip.com Group invested in ezTravel (Taiwan) and Wing On Travel (Hong Kong), expanding its business and services into Taiwan, Hong Kong, Macau and North America as well as additional destinations worldwide.

Trip.com Group started its International Business towards the end of 2013, and the extent and pace of growth continues at an impressive rate.

As part of the exciting global expansion strategy, Trip.com is now growing its team in the Philippines to make its presence even more vibrant in Asia and the global market.