Operations Manager - Contact center West Coast-USA

Operations Manager – Contact center West Coast-USA

PLEASE NOTE THIS ROLE IS BASED IN THE USA! You must be willing to relocate to the West Coast if you are interested in this role.

Company:

This American dotcom, a top 5 player in their industry, operates a global network that includes more than 550,000 partners worldwide. Our client provides a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best hotel deals to both business and leisure travelers.

Role:

• This role is ideal for customer service advocates with excellent team management experience in a contact center environment.


• To lead a team of customer service professionals in support of a specific customer demographic


• Strong leadership skills coupled w/ a “can-do” attitude will determine your success


• To be able to effectively communicate company goals, departmental KPI’s and individual initiatives to all levels of the organization


• Note: 2 to 3 months of training / knowledge transfer in Bangkok, Thailand is required

Responsibilities:

• Work well with others


• To be able to effectively communicate across all levels of the organization


• Work independently & manage remotely (the firm’s contact center network spans multiple countries and multiple time zones)


• Drive traditional contact center metrics
  
  • Customer Satisfaction scores
  
  
  • Net Promoter Scores (NPS)
  
  
  • Occupancy & availability
  
  
  • Service Levels
  
  
  • Call handling skills
  
  
  • Email handling skills
  
  
  • Etc.
  
  


• To help attract, development and maintain a quality centric highly productive workforce


• To be able to clearly present both qualitative and quantitative ideas


• To be able to create & analyze contact center data points


• Handle and oversee the management of site operational issues such as facilities and landlords, or other office/site tasks as appropriate


• Inter-departmental coordination to resolve problems and challenges when required.


• Attend and initiate management meetings to review performance and business trends


• Incent, recognize and reward fellow employees


• Travel to other business locations as the need arises


• Think creatively when presented with opportunities for improvement

Requirements:

The ideal candidate will have:

• Minimum of 5 years of experience as a contact center manager or customer service manager


• Proven success working in a data-centric environment


• The ability to interpret and present clear and thoughtful analysis


• Proven people management skills


• Excellent verbal and written communication skills


• A keen understanding of how customer care influences repeat business


• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments.


• Strong project management skills


• A passion for travel


• A passion for hospitality


• A strong desire to succeed

Next Step

If you bring what we’re looking for and this reads like it was written for you then send us your CV now!