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    • Experience within insurance or financial services would be an advantage, but full product and insurance training will be provided.
    • Generating quotes and issuing insurance contracts.
    • It's a chance to be part of setting new standards in the insurance industry.
    • Job Types: Full-time, Permanent.
    • Keep up with the latest industry trends and know your stuff when it comes to insurance.
    • Find the best insurance deals for first-time drivers and make sure they…
    • Life insurance sales: 1 year (required).
    • The role is outbound, B2C sales from internet generated customer enquiries, selling life insurance and other protection…
    • Non-standard home insurance products.
    • Assess non-standard home insurance enquiries and identify suitable products to meet customers’ needs.
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    • Offer brilliant customer service by building rapport, asking the right questions, and clearly explaining products and covers.
    • Job Types: Full-time, Permanent.
    • Personal lines insurance: 1 year (preferred).
    • Spot other insurance needs and bring in the right colleague.
    • Previous personal lines insurance experience, ideally…
    • Life insurance sales: 12-18 months.
    • All enquires are customer initiated (prospects are actively seeking to speak to an advisor about life insurance) and have…
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    • You’ll be the go-to person for a designated portfolio of clients, building strong relationships and supporting them with their insurance needs.
    • Selling life insurance products direct to customers.
    • Providing advice to customers on a range of life insurance products/services.
    • Recommend appropriate protection insurance products based on individual customer needs.
    • Previous experience selling protection or insurance products is…
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    • Joining us as an Insurance Account Handler means you'll have the benefit of working Monday to Friday (no weekends here!).
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    • Earn a basic salary relative to your experience as well as a generous bonus structure.
    • Every day you will be supporting a designated client portfolio, acting as…
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    • Joining us as an Insurance Account Handler means you'll have the benefit of working Monday to Friday (no weekends here!).
    • Arranging and providing appropriate advice on general insurance products ensuring customers have the best policies to cover their needs.

Job Post Details

RWFM Specialist
Trip.com Group
·
3.3
Edinburgh
•
Hybrid work
£29,500 a year
Seasonal

Job details

£29,500 a year
Referral programme, Sick pay, Gym membership, Life insurance, Employee assistance programme, On-site gym
Seasonal
Hybrid work in Edinburgh

Full job description

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 are able to 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.

Salary - £29,500 per annum – negotiable depending on experience
Location: 1 Lochrin Square, Edinburgh (On-site)

What you'll be doing
  • Forecasting : Analysing historical data and trends to predict future workload (Inbound Contacts, Outbound Tasks, Customer Complaints) and required headcount to manage this.
  • Scheduling : Creating and managing staff schedules to ensure that there are enough agents to handle the predicted workload, with Shrinkage taken into consideration as well.
  • Real-time Management : Monitoring real-time contact centre performance and adjusting resources as needed. This can involve reallocating resources, adjusting schedules, or managing unexpected spikes in contact volume.
  • Capacity Planning : Determining the optimal number of agents needed over a longer period to meet service level targets whilst minimising resource inefficiencies/cost.
  • Reporting and Analysis : Generating reports on key performance indicators (KPIs) such as service levels, average handle time, and agent productivity. Analysing these reports to identify trends and areas for improvement for the Service Operations.
  • Communication and Coordination : Collaborating with other teams and functions, such as Operations, Learning & Development, HR etc., to ensure alignment on scheduling needs
What you'll need
  • At least 1 year of workforce management or data analytics
  • Fluent in written and verbal English
  • Proficiency with Excel, with an experience working with numbers and data
  • Attention to detail and an analytical approach
  • Good communication skills to build up effective collaboration (both here in EDI, and across our global sites)
  • Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for 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 to spend on your next adventure
  • Performance bonuses & $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 4x 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
At Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!
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