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Operation Manager

atTrip.com Group
About Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.
Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
Role & Responsibilities
  • Oversee the Knowledge Analyst and Quality Control teams to ensure accuracy, standardization, and continuous improvement of knowledge and processes
  • Lead training strategy, including onboarding and upskilling, to improve agent competency and readiness
  • Partner with the Quality Assurance team at Headquarters and Local Operations to drive quality improvement and performance stability
  • Drive engagement and culture initiatives to enhance team morale and retention
  • Strengthen cross-functional alignment and execution across support and operations teams
Goals
  • Improve agent proficiency and reduce dependency on escalations
  • Enhance quality metrics (e.g., CSAT, NPS) through capability development
  • Ensure readiness and scalability for new initiatives and market expansion
  • Build a strong and sustainable support framework
Requirements
  • Bachelor’s degree or above
  • Commitment to excellence
  • Committed to data-driven decision-making and results-oriented
  • Clear communication skills
  • Solid knowledge of call center management tools, including monitoring skills, coaching skills, telephone systems, and other technologies
  • Ability to deliver quality results under pressure
  • Fluent in spoken and written English
  • Proficient in MS Office tools
Experience
  • 5+ years of experience managing and coaching contact center teams with more than 50 members
  • Understanding different cultures; an international background or experience working in an international environment is preferred
  • COPC/6 Sigma/PMP experience is preferred

Why Trip.com Group
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 program enable you to pursue a global career path and make 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
Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Click the link to learn more about What makes Trip.com Group a leading global travel service provider?
Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!
Experience required
  • 5 years
Salary
  • Negotiable
Job function
  • Management
  • Teaching / Training
  • Quality Assurance
Job type
  • Full-time

Company overview

Size:41073 employees
Industry:Tourism / Travel
Location:n/a
Website:th.trip.com/?fbclid=IwY2xjawGekM5leHRuA2FlbQIxMAABHS8xeg8rYcgaEoBwSqXu1s4SBJltVIm3p_5v_1YsIJ1BZJYgWeh7YwfFGw_aem_C0omZlWWzbAWqq2MHSe7sw
Founded in:1999
Ranking:5/5

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pu ...

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Why join us:

We offer a dynamic environment where your passion for travel can thrive. We provide opportunities for learning and career progression. Our family-friendly policies, such as childcare subsidies and hybrid work arrangements, support work-life balance. We value diversity and inclusion, offering equa ...

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Head office: 33/4, THE NINE TOWER TOWER B, FLOOR 33-34, ROOM 3301-3404, RAMA IX, HUAI KHWANG, HUAI KHWANG, BANGKOK 10310
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