RWFM Specialist

Full Time Kuala Lumpur International Business Other Job ID:4667

Update 2024-06-11

Job Description

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.

In this Role, you’ll get to

• 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 centres.
• Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
• Able to proactively provide recommendations to leadership especially regarding improving efficiency in schedule adherence and occupancy
• To join and complete New Hire Training which includes technical knowledge of the contact centre services

What you'll Need to Succeed

• Fluent in both English and Malay
• 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
• Experience in an international and diverse organization with an offsite direct manager preferred
• Ability to work under pressure
• Proactive and self-motivated
• Night shift is required

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 atvarious 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!

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