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 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.
Location – 1 Lochrin Square, Edinburgh (On‑site)
Salary – £29,500 per annum, negotiable depending on experience.
What you’ll be doing
* Forecasting: Analyse historical data and trends to predict future workload (inbound contacts, outbound tasks, customer complaints) and required headcount.
* Scheduling: Create and manage staff schedules to ensure sufficient agents, taking shrinkage into account.
* Real‑time Management: Monitor real‑time contact centre performance and adjust resources as needed, reallocating resources, adjusting schedules or managing unexpected spikes.
* Capacity Planning: Determine the optimal number of agents over a longer period to meet service level targets while minimising resource inefficiencies/cost.
* Reporting and Analysis: Generate reports on KPIs such as service levels, average handle time, and agent productivity. Analyse to identify trends and improvement areas for Service Operations.
* Communication and Coordination: Collaborate with other teams and functions (Operations, Learning & Development, HR). Ensure alignment on scheduling needs.
What you’ll need
* At least 1 year of workforce management or data analytics experience.
* Fluent written and verbal English.
* Proficiency with Excel and experience working with numbers and data.
* Attention to detail and an analytical approach.
* Good communication skills for effective collaboration, both locally and across global sites.
* Understanding of forecasting intricacies and ability to build robust plans that accommodate 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.
* Performance bonuses and $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 4× 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
Trip.com has an inclusive culture focused on people. We foster a multicultural workforce and champion internal progression and promotion.
Find out more job opportunities on our careers page: https://careers.trip.com.
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