Job Description

General information

Name
Operation Manager
Location
The Ninth Tower, Bangkok(CC)
Business unit
FU-IBU
Working time
Full-Time
Type
Customer Service Management

Description & Requirements

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!