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Customer Care Manager, N. America
Job description
The Customer Care Manager’s focus is to oversee the Team Leaders processes, performance and development. The Manager will also be responsible for engagement and performance oversight of our outsourced partners.
The position requires an individual that is processes oriented, high-level judgement, process oriented, data driven and the ability to motivate, identify, report and offer solutions on the root causes of escalated situations. This position will collaborate with business partners to identify and prioritize key customer improvement opportunities and implement necessary changes and improvements as well as measure and report on progress.
What you’ll do:
Responsible for delivering Global Operational processes for Viator Customer Support for both on-shore and off-shore teams .
Engage and work closely with Operation Team Leaders.
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, invest in development 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
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
Collect and deliver staff & customer feedback to improve procedures and interactions
Enforce company and contact center policies and procedures
Desired Skills and Experience
5 years+ experience required in a contact center management role
Proven experience working without-sourced partners.
Patience, understanding and resilience when managing complex situations and competing priorities.
Must be able to multi-task in a fast paced and dynamic environment
On-line travel industry experience preferred
Proven experience in both process and people management
Demonstrable outcomes of driving metric improvements
Experience utilizing CRM (e.g. Salesforce) and Telephony platforms a plus
Excellent verbal and written communication skills
Ability to use good judgment while problem solving
Shift flexibility is mandatory
Key Competencies for this role
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
#VIATOR
#LI-JACOB
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