What you’ll do：
Manage multiple interactions live operations in 24x7 work shift environment
Manage a diversified team in a global set up environment and ability to take up customers escalations and assist the team to answer calls/live chat/emails if there is any out -surge
Conduct and create a highly motivated and performing team through managing frequent coaching, team meeting, huddle, one to one, team improvement plan etc
Prepare, monitor and adjust interval summary proactively to ensure Green SLA every day in all interactions
Work closely with WFM in managing call volume, out -surge, queue management, skills routing and Business Continuity Plan
Ability to carry out process improvement projects in creating a global contact centre of excellence
Additional duties or projects as assigned
What you’ll need：
At least 1 year of experience in contact centre environment
Sound knowledge of basic contact centre management principles
Experience as team leader / team management is an advantage
Fluent spoken and written English. Fluent spoken and written Chinese is an advantage.
Fluent spoken and written in one of the Special Languages (any of the existing supported languages apart from English and Chinese) for the Customer Experience Supervisor (Special Languages) position
Flexibility to take overnight shift where required
Preferable bachelor's degree or above
Excellent knowledge in Excel, Macro, Powerpoints and Words
Eager to work in a small team and fast-paced environment
A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your-sleeves attitude that’s not afraid to work independently when required
Globally-minded and comfortable working with people from a different cultural background and in different time zones
What you’ll get：
The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future
An environment that values honesty, transparency and respect with awesome co-workers globally
