Manager Contact Center Optimization

Madrid, COMUNIDAD DE MADRID, Spain

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,160 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

We are now looking for a  Manager Contact Center Optimization  to join our dynamic team here at Radisson Hotel Group!

As a member of the Distribution and Optimization team, your role as the Manager of Contact Center Optimization at "The Club of Voice" is crucial in bridging the gap between the contact center operations and the revenue and distribution team. Your mission encompasses a multifaceted approach to enhance efficiency, capitalize on trends, and maximize revenue opportunities while serving as a trusted liaison between internal stakeholders and the contact center.

Your tasks encompass a diverse range of responsibilities. Utilizing data analytics, you will delve deep into contact center performance metrics, extracting insights to drive operational enhancements and improve customer experience. Your ability to discern emerging industry trends will empower you to anticipate customer needs, ensuring proactive adaptation of contact center strategies to maintain a competitive edge.

Moreover, your role extends to assessing market opportunities and soliciting feedback from customers to unveil potential revenue streams. Collaborating closely with internal teams, you will conceptualize and execute innovative solutions tailored to capitalize on these opportunities, driving revenue growth and organizational success.

Your proficiency in communication will be paramount as you serve as the conduit between the contact center and other departments. Effectively conveying insights and recommendations to internal stakeholders will foster collaboration and alignment of strategies to achieve overarching business objectives.

Additionally, your role entails advocating for contact center solutions within the organization, particularly to hotels and other stakeholders. By articulating the value proposition and benefits of contact center optimization, you will secure buy-in and support for initiatives across all organizational levels.

Through your proactive approach, analytical acumen, and strategic mindset, you will play a pivotal role in optimizing contact center operations, driving revenue growth, and fostering collaboration across departments. Your mission is to elevate "The Club of Voice" as a leader in customer service excellence and revenue optimization within the hospitality industry.

Roles/Responsibilities:

Business Opportunity Identification: Proactively search for and create business opportunities within the contact center operations. This involves conducting market research, analyzing customer feedback, and monitoring industry trends to uncover untapped revenue streams and service improvement opportunities. Collaborate with internal stakeholders to align strategies and capitalize on identified opportunities, thereby driving revenue growth and enhancing service offerings.

Data Analysis and Performance Evaluation : Conduct comprehensive analysis of contact center performance metrics, including call volumes, response times, and customer satisfaction scores. Utilize advanced analytical tools to identify trends, patterns, and areas for improvement. Generate detailed reports and insights to inform strategic decision-making, optimize operational efficiency, and enhance customer experience.

Solution Selling and Revenue Generation:  Develop and implement strategies to promote contact center solutions and services to internal and external stakeholders, particularly hotels and revenue-focused teams. Craft persuasive sales pitches and presentations highlighting the value proposition and benefits of contact center optimization. Collaborate with sales and marketing teams to identify opportunities for upselling, cross-selling, and revenue maximization through enhanced customer service offerings.

Industry Research and Stakeholder Engagement : Monitor hospitality industry trends and competitor activities. Engage with internal stakeholders to align strategies and gather feedback for contact center optimization. Translate insights into actionable recommendations for enhancing service offerings.

E. The most relevant factors which determine whether you are successful in your position:

·       Analytical Skills: Ability to analyze data effectively for decision-making.

·       Communication Skills: Strong ability to convey ideas clearly to various stakeholders.

·       Industry Knowledge: Deep understanding of the hospitality sector.

·       Relationship Building: Skill in fostering strong professional connections.

·       Adaptability: Capacity to adjust to changing industry landscapes.

·       Strategic Thinking: Capability to develop and execute strategic plans.

·       Customer Focus: Strong dedication to meeting customer needs.

·       Problem-Solving Abilities: Aptitude for identifying and solving problems.

·       Results Orientation: Focus on achieving measurable outcomes.

·       Time Management and Prioritization: Effective management of tasks and deadlines.

Job requirements and qualifications:

Minimum education:  Bachelor's or Master degree from accredited university - E-commerce, Marketing, Business Administration, Hospitality or related major preferred

Minimum experience:  At least three years’ business experience in an international environment with a focus on sales, revenue management, account management and e-commerce.

Experience gained in a Contact Center or Hospitality group and previous revenue / distribution ownership an advantage.

Language skills: Fluent English both written and spoken, additional language skills are welcome.

Compensation: Competitive salary

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