We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there. We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at greenhouse@tripadvisor.com.

The Contact Center/Outsourcing Manager’s focus is to hire, train, coach, and develop agents to assist with incoming sales calls and customer care calls.  The agents will make new bookings and respond/resolve to customer service inquiries.  The Manager will ensure quality and integrity at a high level.

The position requires an individual that has a high-level judgment, quick thinking and the ability to motivate, resolve, identify, and report on 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:

  • Experience with Outsourcing mandatory
  • Responsible for delivering Global Operational objectives for Viator Customer Support and Telesales for both on-shore and off-shore teams.
  • 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, 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
  • A 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
  • Shared responsibility for real-time management throughout the day as volume progress and adjustments to queue are made
  • Collect and deliver staff & customer feedback to improve procedures and interactions
  • Take escalated calls, emails and chats as needed.   Assist with BBB and legal cases
  • 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 with outsourced partners.
  • Patience, understanding and resilience when managing complex situations and competing priorities under rapid change
  • Must be able to multi-task in a fast-paced environment
  • Online travel industry experience preferred
  • Strong sales background
  • Proven experience in both process and people management
  • Demonstrable outcomes of driving metric improvements
  • Experience utilizing CRM (e.g. Salesforce) and Telephony platforms
  • 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

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