WFM SPECIALIST, PHCC

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:

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China's leading travel services provider

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Ranked No. 1 among China travel groups in 2015

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Covering over 50% of the online travel service market share

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

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China's 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.

Job Responsibilities:

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

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

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

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

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Monitor handling times and adherence SLA under/over achievement

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Constantly monitor staff movements in line with forecast plan

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

Job Requirements:

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Bachelor's degree in Management, Comms, and/or any relevant field

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

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

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

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Good computer skills and knowledge of MS Office tools

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Strong strategic thinking; ability to work proactively

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

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Strong customer-oriented mindset; organization and time management skills

Please refer to job description.