job description
Join Trip.com Group as a Workforce Management (WFM) Manager and lead our WFM Command Centre from the vibrant island of Bali. In this pivotal role, you will streamline workforce planning, drive automation, and optimize operational efficiency to ensure seamless service delivery across our global travel platform.
As a leader in the travel and technology industry, Trip.com Group empowers millions of travelers worldwide. Your expertise in workforce optimization, forecasting, and scheduling will play a critical role in enhancing productivity, reducing costs, and elevating customer satisfaction. This is a unique opportunity to shape the future of workforce management in a dynamic, fast-paced environment—all while enjoying the work-life balance Bali has to offer.
If you are a strategic thinker with a passion for data-driven decision-making and process improvement, we invite you to apply and help us redefine global workforce excellence.
Responsibility
- Lead the WFM Command Centre to oversee real-time workforce planning, scheduling, and intra-day management for global operations.
- Develop and implement automated workforce solutions to enhance efficiency, reduce manual processes, and improve scalability.
- Collaborate with cross-functional teams to forecast staffing needs based on historical data, seasonal trends, and business growth.
- Optimize shift patterns and resource allocation to ensure 24/7 coverage while maintaining cost-effectiveness.
- Monitor and analyze KPIs (e.g., service levels, occupancy, shrinkage) and present actionable insights to senior leadership.
- Drive continuous improvement by identifying gaps in workforce processes and proposing innovative solutions.
- Train and mentor WFM analysts and team leads to foster a culture of data-driven decision-making.
- Ensure compliance with labor laws, company policies, and industry standards in workforce management.
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, Statistics, or a related field. Advanced degree is a plus.
- Minimum 5+ years of experience in Workforce Management, preferably in a global contact center or tech-driven environment.
- Proven expertise in workforce planning tools (e.g., Genesys, NICE, Aspect, or custom WFM software).
- Strong analytical skills with proficiency in Excel, SQL, or BI tools (Power BI, Tableau).
- Excellent communication and stakeholder management skills to collaborate with global teams.
- Experience in automation and process optimization (e.g., RPA, AI-driven scheduling).
- Familiarity with labor laws and compliance requirements in multi-country operations.
- Ability to work independently in a remote setting with a results-oriented mindset.