携程Team leader FLT CS SHACC EN(MJ021632)

Key The Customer Success Team Leader is supposed to lead the team to achieve customer growth and delivery to customer’s expectations in the assigned market. Manage a team to provide solutions for escalated concerns and complaints from global customers;Dive deep into our global segment markets to identify crisis; and escalate potential public issues that may impact Trip.com;Conduct thorough investigation into escalation in accordance with internal and external guidelines;Monitor issues, manage crisis and provide customized support to escalated cases by mastering knowledge of company policies and workflows.Analyze customers' feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service qualityProactively and independently works to meet targets, maintain CSAT, NPS.Identify trends and recommend improvements to procedure, products, and business processes.Provide existing team members with the training on the customer success operational process, set KPI targets and keep track on the performance, share information about the new internal procedures and new products/services, share information and strategy that was defined on the annual/quarterly/monthly planning.Regular reporting on performance is an important requirement of this role, as well as preparing and delivering reports to management. 

1. Support to achieve service level and efficiency targets from Work Force Management perspective 2. Real-time monitoring of service level and providing suggestions to service team 3. Work closely with team leaders to constantly monitor staff movements in line upon forecast plan 4. Implement improvement measures to ensure SLAs are well met 5. Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centers. 6. Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities

1. Evaluate advisor performance by monitoring communications with customers and system operations.2. Provide constructive feedbacks to advisors, team leaders, and managers regarding communications, processes and systems.3. Lead or participate in service quality and workflow improvement initiatives.4. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required.5. Advocate the Trip.com culture both internally and externally.6. Assist with ad hoc projects assigned by Team Leads / Supervisors.

- Responsible for daily work of the team and ensure the normal operation. - Supervise the operational data of the call center and conduct proper onsite management. - Properly distribute daily tasks for staff withinthe team. - Supervise the staff KPI and take precautions to enhance the ability of the staff. - Host daily meetings - Train and convey new procedures and monitor the implementation and performance. - Deal with the complaints. - Communicate with staff regularly. - Conduct communication concerning the monthly performance appraisal with staff. - Arrange rational shift by estimating the volume of business. - Propose projects that optimize the working procedures and complete them. - Deal with emergencies. - Cooperate closely with other team leaders. - Complete the tasks assigned by Operation Manager/Group Leader in time.