Go Back
Contact Center Manager
- IT, Software development, System Engineering Jobs
- Travel, Hospitality, Tourism Jobs
Description
-
Responsible for delivering Global Operational objectives for Viator Customer Support and Telesales for both on-shore and off-shore teams.
-
Engage and work closely with the Vendor Management Organization on follow-up and support of our Vendors
-
Engage, cultivate relationships and assist with direction for BPO team’s
-
Availability to travel internationally to support global teams
-
Execute for optimal service delivery while maintaining high-quality standards
-
Mentor, coach, and lead team
-
Review and provide feedback on daily, weekly, and monthly performance metrics for progress and opportunities
-
Address staff behavioral and performance concerns to realign to meet objectives & goals
-
Delegate assignments and responsibilities throughout the team for development
-
Coordinate the tracking and meeting of key performance goals while driving new initiatives
-
In coordination with forecasting & scheduling teams, ensure adherence to schedules and addressing absenteeism trends
-
Provide input for process design and input with quality & training teams for improvements
-
A constant eye on service levels and making recommendations to change strategy when required
-
Submit accurate reports as required and interpret information to ensure optimum levels of service are provided coordinating with Reporting & Analytics Team
-
Shared responsibility for real-time management throughout the day as volume progress and adjustments to queue are made
-
Collect and deliver staff & customer feedback to improve procedures and interactions
-
Take escalated calls, emails and chats as needed. Assist with BBB and legal cases
-
Enforce company and contact center policies and procedures
Responsibilities
-
5 years+ experience required in a contact center management role
-
Proven experience working with outsourced partners.
-
Patience, understanding and resilience when managing complex situations and competing priorities under rapid change
-
Must be able to multi-task in a fast-paced environment
-
Online travel industry experience preferred
-
Strong sales background
-
Proven experience in both process and people management
-
Demonstrable outcomes of driving metric improvements
-
Experience utilizing CRM (e.g. Salesforce) and Telephony platforms
-
Excellent verbal and written communication skills
-
Ability to use good judgment while problem-solving
-
Shift flexibility is mandatory
-
Excellent planning, organizing, leadership/supervisory skills
-
Excellent communicator, both verbal and written (Multilingual a plus)
-
Strong customer service, quality, and results-oriented
-
Effective problem solver
-
Ability to focus/align staff around critical initiatives
Hard Skills
- Customer relationship manager (CRM)
- Relationship building
- Customer success
- Cross-cultural sales background
- Team management
- Resource allocation
- Cross-functional collaboration
- Hiring and firing
- Workforce planning
- Advanced language knowledge
- Advanced writing skills
Soft Skills
- Communication
- Leadership
- Problem-solver
- Organized
- Work well under pressure
