Global BPO Team Lead – Performance & Operations

Trip.com; City of Edinburgh; Híbrido; GBP 42 000 - 62 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

33 days annual leave

Hybrid working options

Health cash back plan

Life insurance

Free on-site gym

Wellbeing support

Resumo da oferta

Trip.com Group is seeking a Team Lead to drive operational excellence and performance across global BPO partner networks. You will champion service standards, aligning sites and teams to deliver outstanding customer experiences while promoting collaboration and continuous improvement.

You’ll lead performance management, recruitment support, and governance with stakeholders across Training, Quality, Product, and Workforce teams, traveling as needed to partner sites.

Qualificações

• 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.

Responsabilidades

• 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.
• 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.
• 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.
• Support recruitment and onboarding across BPO sites, ensuring alignment with Trip.com standards.
• Guide partner leaders on governance, performance management, and team development.

Conhecimentos

BPO operations

Vendor management

Analytical skills

Stakeholder management

Presentation skills

Team leadership

Descrição da oferta de emprego

Trip.com Group is seeking a Team Lead to drive operational excellence and performance across global BPO partner networks. You will champion service standards, aligning sites and teams to deliver outstanding customer experiences while promoting collaboration and continuous improvement.

You’ll lead performance management, recruitment support, and governance with stakeholders across Training, Quality, Product, and Workforce teams, traveling as needed to partner sites.