At a Glance
- Tasks: Lead a team to ensure top-notch customer support and operational excellence.
- Company: Join Trip.com, a global leader in travel services with a diverse workforce.
- Benefits: Enjoy 33 days annual leave, performance bonuses, and health cash back plans.
- Other info: Embrace a multicultural workplace with continuous learning and career development opportunities.
- Why this job: Make a real impact in a dynamic environment while travelling and growing your career.
- Qualifications: 3+ years in BPO operations, strong analytical and communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
About Us
Trip.com Group is a global leader in travel services, bringing together trusted brands like Trip.com, Ctrip, Skyscanner, and Qunar. Since our founding in 1999, we’ve grown to serve millions of travellers worldwide, helping them plan and enjoy the perfect trip. 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
We’re looking for a new Team Leader to drive operational excellence and performance across our global BPO partner network. You’ll champion Trip.com’s service standards, ensuring a consistently outstanding customer experience while fostering collaboration, cultural alignment, and continuous improvement across multiple sites. Acting as a bridge between Trip.com and our partners, you’ll empower teams to deliver world‑class service through insight, influence, and strong relationship management.
What You’ll Do
- Performance Management: Monitor and analyse key performance metrics, including KPIs, NPS, QA, and service efficiency. Identify performance gaps and lead targeted initiatives to improve quality and satisfaction. Deliver data-driven insights and reporting to stakeholders.
- Operational Support & Partner Engagement: Be the main point of contact for partner operations, managing escalations and ensuring operational readiness for new processes or changes. Provide guidance and support to maintain consistency and high standards across all locations.
- Collaboration & Culture: Act as a cultural ambassador, embedding Trip.com values and promoting a collaborative, high-performance mindset. Partner with Training, Product, Quality, and Workforce teams to support shared operational goals.
- Leadership & Recruitment: Support recruitment and onboarding across BPO sites, ensuring alignment with Trip.com standards. Guide partner leaders on governance, performance management, and team development.
What You’ll Need to Succeed
- 3+ years’ experience in BPO operations or vendor management.
- Strong analytical, organisational, and problem‑solving skills.
- Proven ability to translate data insights into action.
- Confident communicator with strong stakeholder‑management and presentation skills.
- Experience handling escalations and managing KPIs.
- Thrives under pressure with excellent prioritisation and multitasking abilities.
- Willingness to travel across partner sites when required.
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.
- Monthly 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 and 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.
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!
Team Leader - BPO employer: Trip.com
At Trip.com Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Edinburgh. With generous benefits such as 33 days of annual leave, hybrid working options, and a strong focus on employee development, we empower our team leaders to drive operational excellence while enjoying a supportive and collaborative environment. Join us to be part of a global team that values diversity and fosters growth, ensuring every journey is not just a job, but a rewarding experience.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - BPO
✨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 Team Leader - BPO
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.
