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.
About the Role
The BPO Account Manager will lead the BPO team to achieve business and people-focused goals. This role involves collaborating with internal teams, driving process improvements, and ensuring high-quality service delivery. The Account Manager will foster a positive, high-performance culture and act as the main point of contact between the organization and the BPO team.
Responsibilities
* Business Performance: Drive KPI and SLA achievement; monitor metrics and implement improvements.
* Coaching & Development: Promote effective coaching and reduce agent errors.
* Attendance Management: Support initiatives to maintain optimal attendance and staffing.
* Quality & Compliance: Ensure adherence to quality standards, SOPs, and operational integrity.
* Special Projects: Lead initiatives to improve operations and drive continuous improvement.
* Collaboration: Act as liaison with remote managers to align strategies and resolve escalations.
Qualifications
* Proven experience in managing BPO operations and achieving performance metrics.
* Strong analytical skills to monitor KPIs and derive actionable insights.
* Excellent coaching and leadership development skills to foster team growth.
* Familiarity with remote matrix management and stakeholder collaboration.
* Ability to lead process improvements and deliver measurable results on strategic projects.
* Willing to work according to EU service hours
* Good knowledge of KL talent workforce and good understanding of target service audience and relevant cultural background in EU
* Willing to base at the vendor site
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[1] the link to learn more about What makes Trip.com Group a leading global travel service provider
Click [2] 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!
References
Visible links
1. https://www.youtube.com/watchv=w4D31J3atps
2. https://www.youtube.com/@TripcomGroup
