Senior Workforce Management Specialist
hace 4 semanas
About Trip.com Group
Trip.com Group is a leading travel services provider with over 30,000 employees worldwide. As part of its global expansion strategy, the company is growing its team in the Philippines to make its presence even more vibrant in Asia and the global market.
Job Responsibilities:
• Develop and implement efficient workforce management strategies to meet service level and efficiency goals
• Create and manage schedules, process overtime and under time, and monitor real-time queues and handling times
• Provide recommendations for changes and improvements to ensure SLAs are met
Requirements:
• Bachelor's degree in Management, Comms, or relevant field
• At least 3 years of workforce management experience in a customer service environment, preferably in the travel/tourism industry
• Excellent written and verbal English communication skills, with Mandarin a plus
• Proven expertise in forecasting and building a robust plan that accommodates for variation
• Strong computer skills and knowledge of MS Office tools
• Strong strategic thinking, ability to work proactively, and positive attitude
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