At a Glance
- Tasks: Analyse data, forecast workloads, and optimise agent schedules for our call centre.
- Company: Join Trip.com, a global leader in travel support with a vibrant team culture.
- Benefits: Enjoy 33 days annual leave, performance bonuses, and health cash back plans.
- Other info: Experience a multicultural workplace with opportunities for growth and fun team events.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: 2 years in workforce management or data analytics; strong Excel skills required.
The predicted salary is between 29700 - 36300 £ per year.
About Us
Since 2014, Trip.com's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world. With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.
The Role
Our Edinburgh office serves as the European call centre for Trip.com, managing customer interactions across the continent. The RWFM team oversees nearly 300 agents located across EMEA. As a Real-time Workforce Management (RWFM) Specialist, your role will be crucial in scheduling and optimizing agent availability to align with projected business demands. You will analyse data and metrics to develop effective workforce planning strategies, ensuring seamless operation of our call centre services.
What you'll be doing
- Forecasting: Analysing historical data and trends to predict future workload (Inbound Contacts, Outbound Tasks, Customer Complaints) and required headcount to manage this.
- Scheduling: Creating and managing staff schedules to ensure that there are enough agents to handle the predicted workload, with Shrinkage taken into consideration as well.
- Real-time Management: Monitoring real-time contact centre performance and adjusting resources as needed. This can involve reallocating resources, adjusting schedules, or managing unexpected spikes in contact volume.
- Capacity Planning: Determining the optimal number of agents needed over a longer period to meet service level targets whilst minimising resource inefficiencies/cost.
- Reporting and Analysis: Generating reports on key performance indicators (KPIs) such as service levels, average handle time, and agent productivity. Analysing these reports to identify trends and areas for improvement for the Service Operations.
- Communication and Coordination: Collaborating with other teams and functions, such as Operations, Learning & Development, HR etc., to ensure alignment on scheduling needs.
What you’ll need
- At least 2 years of workforce management or data analytics experience
- Fluent in written and verbal English
- Proficiency with Excel, with an experience working with numbers and data
- Attention to detail and an analytical approach
- Good communication skills to build up effective collaboration (both here in EDI, and across our global sites)
- Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation
- Ability to work under pressure
- Proactive and self-motivated
- Strong time management skills, and the ability to meet deadlines
Why You’ll Love Working Here
- 33 days annual leave (including bank holidays)
- 3 extra days for parents/guardians, plus long service leave after 10+ years
- $600 USD in Trip Coins annually to spend on your next adventure
- Performance bonuses & $450 USD refer-a-friend scheme
- Health cash back plan for dental, optical, physiotherapy, massages & more
- Employee Assistance Program, wellbeing support & enhanced sick pay
- Enhanced family policies (maternity, paternity & adoption)
- Life insurance worth 4x your annual salary
- Hybrid working options (based on performance)
- Free on-site gym or discounted memberships at Nuffield Health & PureGym
- Continuous learning & genuine career development opportunities
- Birthday & service anniversary celebrations with gift cards and cake
- Regular team events, social activities, and recognition programmes.
- Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!
Culture
At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!
RWFM Specialist(MJ003797) employer: Trip.com
Trip.com is an exceptional employer that prioritises employee well-being and growth, offering a vibrant work culture in Edinburgh. With generous benefits such as 33 days of annual leave, performance bonuses, and a commitment to continuous learning, employees are empowered to thrive in their roles. The multicultural environment fosters collaboration and support, making it an ideal place for those looking to make a meaningful impact in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land RWFM Specialist(MJ003797)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trip.com. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trip.com before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace RWFM Specialist(MJ003797)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trip.com:Your cover letter is your chance to shine! Tell us why you want to work at Trip.com specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trip.com!
How to prepare for a job interview at Trip.com
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
