Responsibilities:
• Continually elevate our service standards and practices to deliver best-in-class service.
• Demonstrate role-model behavior for the organization on what it means to be member-centric, in both words and actions
• Direct daily operations and performance management of the service team. Ensure compliance with policies and SLAs.
• Develop service policies and procedures to support new business initiatives. Continually review and implement best practices for existing contact center processes.
• Manage returns (refunds)
• Develop and maintain a reward and recognition program
• Keep our Voice of the Customer program alive, turning insights into actions and collaborating across the business to do things differently to improve the member experience
• Develop and maintain call, email and chat scripts that reflect the Travelzoo brand voice
• Solve complex and escalated service issues with members, clients or third-party suppliers
• Participate in regular call/email/chat monitoring and calibration sessions
• Work with the contact center partner on solutions for agent tools, training and technology to improve customer interactions across all channels
• Work collaboratively with internal business teams to ensure the member experience is at the center of all product, systems, process, and program development and implementations. Provide continual member and agent feedback to the business to drive improvements in product selection and user experience
• Together with your counterparts in Europe and APAC, deliver a common service experience to our 28 million members globally
• Some travel required
Qualifications:
• 7+ years managing contact center operations, either in an insourced or outsourced environment
• Experience with multiple interactive channels (voice, email, chat, social media, SMS)
• Comfortable using data and analytics to drive continuous process improvement
• Outstanding communicator who effectively shares information across business teams. Ability to motivate a remote team to fully engage with and reflect our brand.
• Highly-developed organizational and planning skills and a drive towards producing solutions to deliver efficient and effective solutions
• Able to solve real-time operational issues on the fly, using sound judgement
• Flexibility, responsiveness and ability to juggle multiple priorities in an ever-changing environment
• Ability to achieve results while working independently. Self-starter who sets and achieves goals.
• Bachelor’s degree
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