Operation Manager/Service Manager

Responsibilities · Strategy implementation - Implement strategy of “Great quality and Globalization” in EN/JP/KR/EU/SEA service team. - Continuously improve customer experience by translating local customer voice into actions · Service Operation and Management - Based on deep understanding of product and service, ensure to provide great service to customers with successful achievement of targeted KPI goals and on-time delivery - Work out clear and practical operation plan (annual, quarterly, monthly etc.) for service team with KPI management policy and methodology - Develop effective workflow and channels with establishing and optimizing standard procedures and processes - Continuously seek to improve service performance by driving all kinds of improvement projects in service team - Ensure all necessary reports are true reflection of operation and available for regular business review; able to identify issues and opportunities for improvement by correct analysis and interpretation - Conduct regular meetings effectively to discuss and address operation issues with stakeholders - Manage and supervise BPO teams in different locations, ensure clear delivery of project scope and objectives, and KPI targets are met - Work closely with WFM team and HR team on work force plan and new hire training resources · Financial performance: - Responsible for team budget design, design and review cost reports on a monthly basis, and identify rooms for better managing cost. · Team building and development - Establish motivational mechanisms to maintain high team morale and drive a high level of performance - Provide service team leads with sufficient support and guidance, including supervising, coaching, performance review etc. - Develop and implement employee development plan and retention plan · Team Coordination - Work closely with internal partners from all supporting functions to ensure sufficient resources for service team, such as Global Operations, Total Quality Management, Service Procedure, Service Project, HR, Culture & Admin - Coordinate with local partners for effective support, including Admin & IT, HR - Work with BPO vendors on service delivery, regular business review and communication 岗位职责 · 战略实施 在英/日/韩/欧/东南亚服务团队中，落实携程“高品质与全球化”的战略方针。 将本地客户的反馈转化为实际行动，持续提升客户体验。 · 服务运营与管理 基于对携程产品与服务的深刻理解，确保为客户提供优质服务，成功达成既定的KPI目标并按时交付。 运用KPI管理政策与方法论，为服务团队制定清晰且切实可行的运营计划（年度、季度、月度等）。 通过建立和优化标准作业流程与渠道，开发高效的 workflow 及协作通路。 通过在服务团队内推动各类改进项目，持续寻求提升服务绩效的机会。 确保所有必要报告真实反映运营状况，并可供定期业务回顾使用；能够通过准确的分析与解读，识别问题及改进机会。 高效组织定期会议，与相关方讨论并解决运营问题。 管理和监督不同地点的BPO（业务流程外包）团队，确保项目范围与目标清晰传达，并达成KPI指标。 与WFM（劳动力管理）团队及人力资源团队紧密合作，制定人力规划及新员工培训资源方案。 · 财务绩效 负责团队预算设计，按月制定并审核成本报告，识别成本优化空间。 · 团队建设与人才发展 建立激励机制，维持高昂的团队士气，驱动高绩效表现。 为服务团队主管提供充分的支持与指导，包括监督、辅导、绩效评估等。 制定并实施员工发展计划及人才保留计划。 · 团队协作 与各支持部门的内部伙伴（如全球运营、全面质量管理、服务流程、服务项目、人力资源、企业文化与行政等）紧密合作，确保服务团队获得充足资源。 与本地伙伴（如行政与IT、人力资源）协调，获取有效支持。 与BPO供应商就服务交付、定期业务回顾及沟通进行协作。 Qualifications Skills - Full-Time Bachelor degree or above - Solid knowledge of contact center management tools including call monitoring skills, coaching, workforce management, etc. - Knowledge of employee recognition and reward practices - Strong conflict and problem-solving skills - Proven ability to effectively lead management team members - Ability to clearly communicate at all levels - Ability to perform duties with global vision and local insight - Demonstrated as integrity, accountability, professionalism - Fluent English skills both verbal and written - COPC, PMP, 6sigma experience is preferred - Fluent English communication skills, proficiency in service language (either JP, KR, EU, SEA etc.) is plus Experience - Proven record of success in customer service team management - Minimum of 10 years of contact center management experience 任职要求 技能 全日制本科及以上学历。 扎实的客服中心管理工具知识，包括通话监控技能、辅导、劳动力管理等。 了解员工认可与激励奖励实践。 具备较强的冲突处理与问题解决能力。 具备有效领导管理团队成员的能力证明。 能够在不同层级间进行清晰沟通。 具备全球视野与本地洞察力相结合的工作能力。 展现出正直诚信、责任感与专业精神。 流利的英语书面与口头表达能力。 拥有COPC、PMP、六西格玛经验者优先。 英语沟通流利，同时精通服务地区语言（如日语、韩语、欧洲语言、东南亚语言等）者优先。 经验 具备客户服务团队管理的成功履历。 至少10年客服中心管理经验。