Customer Service /Product Operations Manager - Bilingual English/Spanish (303529-787)

Description

The Call Center / Operations Manager reports to the VP of Operations and is responsible for supporting sales and service call center to support the company’s online hotel, vacations and rental car travel business for the company and its affiliates. The candidate is responsible for monitoring, supporting and motivating our call center staff and driving agent performance through proactive management with our call center vendor to meet established key performance metrics, and supporting the implementation of business/product initiatives to improve service quality and attain financial targets. Candidate will help the company manage the future start-up of Spanish-speaking sales and service inbound programs.

RESPONSIBILITIES:

- Provide operational support for new and ongoing business initiatives, including  process design, specifications for customer support system functionality and content development (FAQs, agent communications, website disclosure/functionality, and training curriculum) to support service teams.   

- Indirectly manage call center / agent performance to meet key metrics for average handle time, service levels, quality and conversion rates. 

- Audit agent compliance with policy/business practice by performing quality scans on phone transactions, call monitoring and participating in calibration sessions with the call center vendor. Identify opportunities for agent up-training and to eliminate root cause of errors to minimize financial loss and customer dissatisfiers.

- Troubleshoot system and operational issues with internal company teams (IT, Finance, Marketing). Track status of sytem issues and product  design deficiencies and facilitate timely resolution of same.

 - Optimize the use of current technologies to improve service quality and the customer experience, and to assess customer/agent satisfaction levels.

 - Prepare related reports and audit current procedures to monitor quality/efficiency of operations.

 - Lead periodic update meetings with management on operational metrics / initiatives.

Strong time management and organizational skill set, excellent written and verbal communication skills and superior follow-through skills.

Ability to proactively drive change. Ability to manage multiple projects concurrently while still providing a high attention to detail and quality.

Excellent analytical and problem solving skills with ability to “think on your feet”.

Must be proficient in Excel (minimum intermediate level) and Word.

Requires travel up to 25% of the time to support call center site, more than 25% at start-up.

Must be fluent in Spanish and English to be considered.

Bachelors Degree required; Equivalent business experience may be considered.

Call center supervisory experience (minimum 2-5 years) in an inbound/outbound sales or service environment; start-up and/or off-shore experience a plus.