Deskripsi Pekerjaan
Join PT Indotel Maju Bersama as an Operational Manager for CTrip, where you'll drive excellence in call center operations within Indonesia's dynamic travel industry. This pivotal role demands strategic oversight of daily workflows, team leadership, and customer experience optimization. You'll bridge operational gaps between CTrip's services and our clients' needs, ensuring seamless service delivery while maintaining industry-leading performance metrics. Ideal candidates will thrive in fast-paced environments, leveraging analytical insights to enhance efficiency and team productivity. This position offers a unique opportunity to shape operational standards in a rapidly growing sector, with competitive compensation and career advancement potential.
Tanggung Jawab
- Oversee end-to-end call center operations for CTrip services, ensuring SLA compliance and quality standards
- Lead, mentor, and develop customer service teams through performance monitoring, coaching, and feedback sessions
- Analyze operational data (call volume, resolution rates, customer satisfaction) to implement process improvements
- Coordinate with cross-functional teams (sales, IT, quality assurance) to enhance service delivery
- Develop and optimize operational procedures, scripts, and training materials for CTrip-specific services
- Manage escalated customer issues and implement resolution strategies to prevent recurrence
- Prepare comprehensive operational reports and present findings to senior leadership
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 3 years of experience in call center operations management, preferably in travel/hospitality
- Proven track record in team leadership and performance optimization
- Advanced proficiency in CRM systems and call center analytics tools
- Strong problem-solving abilities with data-driven decision-making skills
- Excellent communication and interpersonal skills for stakeholder collaboration
- Experience implementing process improvements in high-volume service environments
- Fluency in Bahasa Indonesia and English