Contact Center Operations Manager

il y a 4 semaines

Paris, Île-de-France Accor Hotels Temps plein
About Accor Hotels

Accor Hotels is a global leader in the hospitality industry, with a presence in over 100 countries. We are committed to delivering exceptional customer experiences and innovative solutions that exceed our guests' expectations.

Job Description

We are seeking a highly skilled Contact Center Operations Manager to join our team in Bangkok, Thailand. As a key member of our operations team, you will be responsible for managing daily contact center operations for our Chinese-speaking markets.

Your primary focus will be on ensuring a seamless link between Accor Hotels and our outsourced contact center vendors. You will work closely with our Director of External Contact Centers Operations based in Paris, France, to monitor and manage performance, quality, and customer experience across all channels.

Key Responsibilities:

  • Monitor daily operations performance of our BPO partners
  • Analyze performance and SLAs on each activity, identifying areas for improvement and collaborating on strategies to enhance service delivery
  • Manage and improve Quality delivered by each contact center, ensuring it aligns with Accor Hotels' quality standards
  • Conduct quality assessments and calibrations with our BPO partners
  • Collaborate with contact center partners to identify opportunities for process enhancement and implement improvements that optimize workflows and elevate service quality

Requirements:

  • Demonstrated experience (minimum 5 years) in client relationship management or operations within a contact center environment
  • Exceptional verbal and written communication skills to effectively convey expectations and feedback
  • Analytics and data-driven problem solver, able to derive insights and drive production improvements
  • Ability to work on teams and in a multi-cultural environment
  • Familiarity with contact center operations and customer service best practices
  • Excellent communication skills in Mandarin, Cantonese, and English (written, spoken, read); one of the two languages is native
  • Familiarity with using Chinese social media tools like WeChat
  • Good understanding of the China market consumerism behavior and culture

What We Offer:

  • Opportunity to join a pioneer team in terms of innovation of the Call Center activity
  • Chance to work with our diverse team both in Moncton and in Paris, as well as our global community of coordinators, creating memories and connecting people and cultures
  • Ongoing training, learning, and continuous growth of your expertise
  • Strong sense of belonging

Why Work for Accor Hotels?

We are far more than a worldwide leader. We welcome you as you are and support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us you can continue to explore limitless possibilities.

Every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS

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