Localization Product Expert, Philippines

2 weeks ago

Los Angeles, California, United States Trip Full time

Job Overview

Position: Product Localization Specialist

Company Overview:

Trip, a prominent player in the travel services sector, has been a leader in the industry since its inception in 1999, with its headquarters in Shanghai, China. With a workforce exceeding 30,000 globally, Trip stands out as:

  • China's foremost travel services provider
  • Ranked as the top travel group in China as of 2015
  • Holding over 50% of the online travel service market share
  • The second-largest global online travel services company by market value
  • The largest domestic travel services provider in China

In its pursuit of global expansion, Trip has made strategic investments in various travel agencies across Taiwan, Hong Kong, Macau, and North America, significantly broadening its service offerings.

Key Responsibilities:

  • Forecasting workload for upcoming months, along with staffing and scheduling based on these projections
  • Creating and managing efficient work schedules, including processing overtime and managing under time
  • Meeting service level and efficiency targets on a daily, weekly, monthly, and quarterly basis
  • Monitoring real-time queues and implementing immediate skill adjustments as necessary
  • Overseeing handling times and ensuring adherence to service level agreements (SLAs)
  • Continuously tracking staff movements in alignment with forecast plans
  • Offering insights and recommendations for enhancements to ensure SLAs are consistently met

Qualifications:

  • Bachelor's degree in Management, Communications, or a related field
  • A minimum of 2-3 years of experience in workforce management within a customer service environment, preferably in the travel or tourism sector
  • Exceptional written and verbal communication skills in English; proficiency in Mandarin is an advantage
  • Demonstrated ability to understand forecasting complexities and develop comprehensive plans that accommodate variations
  • Proficient in computer skills and familiar with MS Office applications
  • Strong strategic thinking capabilities with a proactive work approach
  • A positive, forward-thinking attitude, with a focus on diligence and results
  • A customer-oriented mindset with excellent organizational and time management skills

As Trip continues to expand its footprint in the Philippines, we are looking for dedicated professionals to contribute to our mission of enhancing travel experiences across Asia and beyond.

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