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EN HTL Operation Manager - JR00001036

Austin, TX, USA
Posted on Thursday, November 30, 2023

Job Description

Job Description Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of, Ctrip, Skyscanner, and Qunar. Across its platforms, Group enables local partners and travelers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centres.

Founded in 1999, listed on Nasdaq in 2003 and HKEX in 2021, Group has become one of the largest travel companies in the world in terms of gross merchandise value.

The Role:

  • To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded.
  • Maintain and improve customer satisfaction across all channels and products.
  • Accountable for managing absence, attrition and adherence within the teams.
  • Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one-to-one coaching and devising appropriate action plans.
  • Responsible for maximizing team productivity.
  • To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place.
  • Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements.
  • Developing excellent working relationships across all functions within the business and management of conflict situations.


  • Commitment to excellence
  • Committed to data driven decision making and result oriented
  • Clearly communication skills
  • Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc.
  • Ability to deliver quality results under pressure
  • Fluent spoken and written English
  • Proficient in MS office tools
  • With experience on managing QC/WFM/Trainer and knowledge base
  • 5+ years managing and coaching contact center teams more than 50 members
  • Understand different cultures, international background or worked in international environment is preferred.
  • COPC/6 Sigma/PMP experience is preferred
  • Associate degree is required