Oversee team’s daily operations, ensuring targeted operation KPIs are achieved
Monitor team’s changing service level and perform appropriate onsite management
Supervise staff KPI and oversee individual performance to enhance service quality
Train new procedures and monitor team’s implementation and performance
Distribute team’s shift schedule to align with business needs
Lead and motivate team members by engaging in regular communications such as but not limited to monthly performance appraisals and daily interactions
Cooperate with higher management to pursue alignment with Trip.com Group and Corporate Travel HQ's strategic objectives, and coordinate with HQ on system and policy updates
Work closely with business leaders to gather a comprehensive understanding of their requirements, and provide data and documentation as requested in timely manner
Deal with complaints and emergencies, until customers’ problems have been fully resolved
Analyze complaint and NPS cases involving product or service defect, and share with relevant teams to improve Trip.Biz products and services
What you'll Need to Succeed

Diploma relevant qualification or above
Have full command of major GDS and other standard operational systems in the industry
At least 3 years of experience in a TMC or OTA with 1 year of experience as a operaiton team leader, QC lead or training lead.
Previous experience in complaints handling and escalation
Excellent cross-cultural communication skills as well as teamwork skills
Strong command of computing skills such as MS Office software; basic data analysis skills are required