job description
As an RWFM Manager at Trip.com Group, you will step into a pivotal leadership role within one of the world's leading online travel agencies. Based in our Bali operations hub, you will be responsible for the strategic oversight of our workforce operations, ensuring that our customer service capabilities are perfectly aligned with our global mission to provide the best travel experience. This role requires a deep understanding of contact center dynamics and the ability to own the long-term and short-term capacity planning models across all departments and shifts. You will be at the forefront of operational excellence, using data to navigate the complexities of a 24/7 global travel market.
Your mission is to balance cost-efficiency with world-class service. By leveraging advanced forecasting techniques and real-time management strategies, you will ensure that our teams are staffed correctly to handle seasonal peaks and unexpected travel disruptions. This is not just about numbers; it is about people and performance. You will partner with regional leaders to implement staffing strategies that respect local nuances while adhering to global standards. If you are a workforce management professional with a passion for data-driven decision-making and a desire to work in a dynamic, international environment, Trip.com Group offers a career-defining opportunity in a stunning location. You will lead a dedicated team to optimize labor resources, predicting call volumes, and maintaining service level agreements (SLAs) through sophisticated forecasting and real-time adjustments.
Responsibility
- Develop and maintain accurate long-term and short-term capacity planning models for all operational departments.
- Oversee real-time monitoring of service levels and lead intra-day adjustments to meet performance targets.
- Analyze historical trends to provide highly accurate volume forecasting across multiple channels including voice, chat, and email.
- Collaborate with HR and Finance to align recruitment cycles and budgetary constraints with workforce requirements.
- Drive continuous improvement in scheduling efficiency and agent utilization rates to maximize operational output.
- Lead the implementation and optimization of Workforce Management (WFM) software and automated tools.
- Produce comprehensive analytical reports for senior leadership regarding workforce performance and productivity metrics.
- Mentor and develop the local WFM team to foster a culture of analytical excellence and proactive planning.
Qualifications
- Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related analytical field.
- Minimum of 5-7 years of professional experience in Workforce Management, specifically within large-scale contact centers.
- Proven expertise in capacity planning, demand forecasting, and real-time adherence management.
- Advanced proficiency in industry-standard WFM software such as NICE IEX, Verint, or Aspect.
- Expert-level skills in MS Excel and experience with data visualization tools or SQL.
- Exceptional communication and stakeholder management skills, with the ability to influence at an executive level.
- Deep understanding of Erlang C methodologies and multi-site staffing strategies.
- Fluency in English is required; knowledge of Mandarin or other regional languages is a significant advantage.