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Trip.com Group · Shanghai

# CWFM

Shanghai Operations 

Listed on Trip.com Group’s official careers site. Posted July 1, 2026. Check that it is still open and apply there.
[Apply on Trip.com Group’s careers site →](https://careers.trip.com/#/job-detail?fromId=MJ018695&atsApiType=Moka)

[OpenNash Jobs](https://jobs.opennash.com/) / [Trip.com Group](https://jobs.opennash.com/companies/trip-group/) / CWFM

## Job description

### Job Description

We are seeking an experienced Centralized Workforce Management Analyst to manage and optimize our system to support global business operations. This position will collaborate with cross-functional teams to ensure efficient system operation and continuous improvement.

### Key Responsibilities
- Manage the daily operations and maintenance of the global Workforce Management system, ensuring system stability and reliability.
- Forecast business volume for the next three, six, and twelve months, and plan staffing and scheduling based on the forecasted volume.
- Monitor staffing status in real-time and provide feedback to the operations team as needed.
- Provide daily/weekly/monthly variance analysis reports comparing forecasted vs. actual volumes and verify business volume.
- Establish personnel performance measurement standards using established guidelines, allocate targets, and track performance towards attainment.
- Collaborate with operations teams to forecast volume trends, staffing, and scheduling.
- Work with other departments to develop Key Performance Indicators (KPIs) for organizational results and efficiencies.
- Analyze business needs, develop system optimization plans, and drive implementation.
- Collect user feedback, conduct system performance analysis, and propose improvements.
- Participate in the design and testing of new features to ensure system functionality meets business needs.
- Develop and maintain system operation procedures and documentation.

### Qualifications
- Full-time Bachelor’s degree or above.
- Minimum of 5 years of relevant work experience, with preference for management experience in a call center.
- Strong incoming volume forecasting ability and deep understanding of cyclical work preferred.
- Advanced MS Excel skills required; Microsoft Access or other database and forecasting skills preferred.
- Solid knowledge of Erlang C formula and its application.
- Excellent communication skills, attention to detail, and ability to multitask.
- Excellent English communication skills, both spoken and written.
- Global project management experience is a plus.
- Familiarity with data analysis tools and technologies is a plus.

## At a glance
- Posted by the employer: Jul 1, 2026
- First seen by OpenNash: Oct 19, 2026
- Last checked: Oct 19, 2026
- Listed for: 110 days
- Location: Shanghai[Apply on Trip.com Group’s careers site →](https://careers.trip.com/#/job-detail?fromId=MJ018695&atsApiType=Moka)

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OpenNash lists jobs from employers’ own careers sites and does not handle applications.
Dates come from the employer where stated; “first seen” and “last checked” are our own observations.

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