Join our family today.
Together, We'll Make Travel Better.
What you'll be doing:
Systems & Operational Support
- Manage and support day-to-day operations of CRM, AI, and related systems to ensure stability, reliability, and effectiveness.
- Perform system configuration, enhancements, and optimization to support operational requirements and improve overall efficiency.
- Monitor system performance, identify issues or gaps, and coordinate with internal teams or vendors to drive timely resolution.
- Support system testing, release validation, and change implementation to minimize operational disruption.
- Maintain oversight of system workflows, ensuring alignment with operational processes and business requirements.
- Act as a key reference point for system-related matters, providing guidance and support to internal teams.
Reporting, Analysis & Insights
- Develop, maintain, and enhance dashboards and reports to support operational tracking and management decision-making.
- Ensure data accuracy, integrity, and consistency across all reporting outputs and sources
- Analyse performance trends, identify gaps, risks, and improvement opportunities across key KPIs (e.g. SLA, CSAT, productivity).
- Provide insights and basic recommendations to support operational improvements and decision-making.
- Support tracking, validation, and preparation of data related to recharging and cost allocation for supported business units.
- Ensure accuracy and consistency of data used for recharging purposes, and support alignment with internal stakeholders where required.
- Support ad-hoc reporting, data extraction, and analysis requests from stakeholders.
- Work closely with managers to ensure effective use of reports and alignment with performance management needs.
Knowledge Management, AI Enablement & Continuous Improvement
- Maintain and enhance Knowledge Base content, ensuring accuracy, consistency, and alignment with operational processes.
- Support configuration, training, and continuous improvement of AI Agent and Copilot content, including FAQs, intents, and workflows.
- Monitor AI performance metrics (e.g. deflection rate, fallback rate, response quality) and identify areas for optimization.
- Ensure documentation of system workflows, SOPs, and updates are kept current and accessible.
- Identify opportunities to improve processes, workflows, and system usage through automation and standardization.
- Contribute to ongoing initiatives to enhance operational efficiency, service quality, and scalability.
About you:
- Diploma or Bachelor's Degree in Business, IT, Analytics, or related disciplines
- Minimum 3 years of experience in contact centre operations, systems support, or analytics-related roles.
- Hands-on experience with ticketing CRM platforms and familiarity with contact centre telephony systems.
- Proficient in Excel (e.g. formulas, pivot tables, charts); experience with reporting or analytics tools is an advantage.
- Experience in preparing reports and supporting data analysis to drive operational insights.
- Exposure to chatbot, AI Agent, or automation platforms is preferred, with willingness to learn and adapt.
- Detail-oriented and structured, with the ability to manage data, reporting, and system configurations accurately.
- Strong coordination and organizational skills, with the ability to manage multiple tasks and follow through on deliverables.
- Good communication skills and ability to work effectively with cross-functional teams.
- Strong analytical thinking and problem-solving skills, with a structured approach to identifying issues and recommending solutions.
- Proactive mindset with a focus on continuous improvement, efficiency, and process optimization.
- Able to work independently while recognizing when to escalate issues appropriately.
- Mandarin and/or Cantonese proficiency is an advantage.
