Regional Workforce Management Specialist(Permanent night shift)

About Us

Trip.com 's unique selling proposition is its exceptional global service. We have consistently prioritized brand reputation and customer experience through our dedicated service efforts.

Since 2014, Trip.com 's Customer Success Center (CSC) has expanded to include 15 global customer support centers worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travelers around the world.

Our service strategy revolves around localization, adapting to local cultures, and acting as a bridge between customers and suppliers. We utilize technology to improve service efficiency and rely on highly skilled personnel to address complex issues. With our overarching goal of cost-saving and efficiency improvement, we have implemented various service projects.

Title: Regional Workforce Management Specialist

Work Site: TRX, Kuala Lumpur

Role Type: reporting to RWFM Lead

Employment Type ： Full-time Employee

Special Note: required to support the EU market, with shift hours ranging from the earliest start of 2:00 PM to the latest end of 6:00 AM (MYT). Shift allowance provided

About the Role

Responsibilities:

• Support to achieve service level and efficiency targets from Work Force Management perspective
• Real-time monitoring of service level and providing suggestions to service team
• Work closely with team leaders to constantly monitor staff movements in line upon forecast plan
• Implement improvement measures to ensure SLAs are well met
• Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers.
• Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities

Qualifications

• Full-Time Bachelor degree or above
• Fluent in both English and Mandarin
• Good communication skills to build up effective collaboration
• Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation
• Ability to work under pressure
• Proactive and self-motivated
• Night shift is required

Why Choose Us

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 Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.

What's more?

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
• Internal transfer is encouraged, and global job rotation programs enable you to pursue a global career path and have a global impact
• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
• We encourage flexible work arrangement
• Enjoy discounts for booking travel products at Trip.com
• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Have a good trip, and see you soon!