Purpose: This Team Leader Operation Support will take full responsibility on the team’s daily operation management (WFM) and coaching to create a customer centric team provide the world class customer service in all channels, including but not limited to WeChat (mini program), FLIGGY, MEITUAN, etc.Responsibilities:Comply with TCTS’s service standard and best practice from the local market, a Team Leader Operation Support is primarily responsible for coaching and developing our customer engagement agents to meet monthly key sales and service performance targets. In addition, she or he is responsible for conducting and documenting formal monthly agent performance reviews.1. Support the line manager to review and enhance all customer service related KPIs and WFM in the team.2. To continue to optimize the operation process accordingly to maximize the clients’ satisfaction and NPS based on customer feedback.3. Cooperate with product, marketing & sales’ team to provide insights of product innovation, as the POC of GE team to push the product innovation base on consumer insight.4. Closely work with QA section to track and measure travel consultants’ productivity and efficiency.5. Assist the line manager on operation reporting, projects, and implementation of relevant Process.6. Effectively address any issues in collaboration with others as appropriate; proactively identify and prevent potential problems.7. Help develop problem solving skills among direct reports and other team members as appropriate.Skills, know-how and experience:1. Effective communication skills: clearly and concisely express ideas both verbally and in writing.2. Across-functional cooperation at all levels and from diverse backgrounds to exchange ideas, information, and opinions.3. At least 3 years’ team management experience to manage more than 20+ agents team scale in customer service team in domestic OTA or travel agency is preferred.4. Strong leadership to coach the team member with proven track record to handle promotion spike (like 11/11) in travel agency or OTA before.5. Be proactive to any new ideas internally or from other team and have the capability to plan and implement the new idea systematically.6. Strong problem-solving skills, ability to work well under pressure and effectively handle multiple, concurrent demands.7. Be familiar with WeChat etc. eCommerce platform and related customer communication tools (e.g., UDESK etc.), good at reporting and analysis from these tools.8. Good Microsoft Windows Knowledge (Word, Excel, PPT, etc.).College or university degree above.