Operational Manager - CTrip

PT Indotel Maju Bersama is seeking an Operational Manager for CTrip to lead and optimize our call center operations in Indonesia's thriving travel industry. In this critical role, you'll be responsible for overseeing daily workflows, managing a high-performing team, and ensuring exceptional customer experiences. Based in Yogyakarta, you'll play a key part in driving CTrip's success in Indonesia.

As an Operational Manager, you'll manage a team of 20-30 agents, ensuring they are equipped with the latest tools and technologies to handle customer inquiries efficiently. You'll implement and monitor quality assurance processes, and work closely with CTrip's global operations team to align local practices with international standards. This role offers a unique opportunity to grow within a dynamic organization, with potential for career advancement and professional development.

📋 Tanggung Jawab Pekerjaan

• Oversee and optimize daily call center operations to ensure high service quality and customer satisfaction.
• Manage and develop a team of 20-30 agents, providing training, coaching, and performance evaluations.
• Implement and monitor quality assurance processes to maintain service standards.
• Analyze call center data and metrics to identify trends and areas for improvement.
• Collaborate with CTrip's global operations team to align local practices with international standards.
• Develop and implement strategies to enhance customer experience and loyalty.
• Ensure compliance with CTrip's policies, procedures, and industry regulations.
• Participate in cross-functional projects and initiatives to support CTrip's business goals.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 5 years of experience in call center operations management, preferably in the travel industry.
• Proven track record of managing and developing high-performing teams.
• Strong analytical and problem-solving skills with the ability to interpret data and metrics.
• Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with team members and stakeholders.
• Proficiency in English, both written and spoken.
• Knowledge of CTrip's products, services, and operations.
• Certification in call center management or a related field is a plus.

🛠️ Keahlian

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