携程Culture Supervisor(MJ026813)

• Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation. • Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate. • Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly. • Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required. • Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly. • Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience. • Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution. • Drive business based projects as assigned by leadership. • Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays]

• Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation. • Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate. • Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly. • Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required. • Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly. • Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience. • Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution. • Drive business based projects as assigned by leadership. • Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays]

**Responsibilities:** 1. Drive business projects within the department to full closure, collaborating with frontline staff to ensure accountability for results and achievement of project milestones. 2. Serve as an advisory role for business management based on strong business acumen, assisting managers in tracking KPIs, identifying issues, and providing data-driven decision support. 3. Support departmental culture-building and employee engagement initiatives, overseeing copywriting, execution, and post-event reviews for all activities. 4. Facilitate departmental meetings and project implementation, ensuring timely closure of action items and decisions. 5. Handle daily operational tasks according to departmental needs, providing comprehensive support for seamless workflow.

Ø Complete AI relevant training courses provided by AI team and get the AI trainer certification Ø Design customer-robot interaction by reviewing our knowledge base, including Q&A maintenance to guarantee business coverage of the knowledgebase. Standard answer script writing and optimization natively in specific language and keep answers in line with updated business procedure. Optimize the content of the answers, business logic configurations and answer display according to customer’s needs and real time booking status. Ø Improve the customer intention recognition accuracy of the chat-bot by performing corpus annotation in a high-quality manner, which will be used for AI model training. Ø Identify the issues in the customer-robot interactions, prudently analyze the relevant data and generate regular chat-bot performance reports, and continuously improve the algorithm model accuracy, customer satisfaction, and service performance of the chat-bot. Ø Analyze the agent sessions by looking into the conversation between customer-robot and customer – advisor, along with customer behavior during the service recorded in system, then find out the reason of transfer to agent, and come up with suggestions for chat-bot optimization. Ø Collaborate with relevant function teams to deliver an integrated workflow of demand negotiations, standard creations and project implementations.