Deskripsi Pekerjaan
Are you ready to lead a dynamic team and drive operational excellence? Trip.com Group is seeking a dedicated Group Leader to champion our global customer experience. In this pivotal role, you will oversee daily operations within our Call Centre & Customer Service department, ensuring our clients receive the highest standard of support. You will be the bridge between management and the frontline, fostering a culture of continuous improvement and efficiency.
We are looking for a proactive leader who can identify bottlenecks, implement effective training strategies, and motivate a diverse team to exceed performance targets. If you thrive in a fast-paced BPO environment and have a passion for people management, this is your chance to make a significant impact at one of the world's leading travel companies.
Tanggung Jawab
- Lead and mentor a team of customer service representatives to ensure high performance and adherence to company standards.
- Monitor daily KPIs and productivity metrics, providing constructive feedback to drive operational efficiency.
- Handle complex customer escalations and complaints with empathy and a focus on resolution.
- Develop and conduct training programs to enhance team skills, product knowledge, and soft skills.
- Collaborate with management to streamline workflows and implement process improvements.
- Conduct regular performance reviews and coaching sessions to support career growth.
Kualifikasi
- Minimum 3-5 years of experience in a Call Centre or BPO environment, with at least 1 year in a leadership or supervisory role.
- Strong leadership skills with the ability to motivate and manage a diverse team effectively.
- Excellent verbal and written communication skills in English.
- Proven problem-solving abilities and the capacity to make sound decisions under pressure.
- Experience with CRM software and performance tracking tools.
- A customer-centric mindset with a commitment to service excellence.