DirecciónThe Contact Center specialist is responsible to support the Contact Center
team to assure operations optimization. This key role will be auditing and
updating property information available to Agents, reporting out to
organization leadership on program performance, working to ensure properties
get reporting on property performance. This Specialist works closely with partner
departments and teams, such contact center ops and IGT ops and training
department to ensure the CC is operating optimally to achieve Radisson Hotel
Group goals.
MAIN RESPONSIBILITIES :
Review and update
individual hotel information, in direct partnership with the hotels, to
ensure that hotel information is accurate, up to date, and best
representing hotel details to the contact center agents. Identify gaps or incorrect
hotel information and adjust accordingly.
Onboard new
properties in partnership with CC team, and regularly engage with
properties already at the Contact Center as a point of support, to ensure
EMMA data quality, and to report out on progress.
Work closely with CC BI
analysts to ensure accurate KPIs goals.
Ensures accurate and
timely reporting of results to hotels migrated to the CC.
Provides feedback from
hotels to Quality and Training Specialist to ensure proper training and
coaching of agents.
Ensures customer feedback
shared through the hotels are addressed appropriately through our customer
care channels.
Reviews IVR activity and
disposition reporting and makes recommendations to improve call qualifying
and routing of calls.
Engage telecom team and
Ops Director to quickly resolve any technical issues impacting call
routing or call quality.
Support operational
activities to drive contact center KPI’s including service level
achievement, conversion, ADR, and quality.
Performs administrative
duties to assist management with daily operations (IGT agents TMS
users, InContact accounts).
REQUIREMENTS :
Being enrolled in a
school / university program
- Fluency in English
