About The Role

We’re looking for a Group Leader - BPO Support 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 o...