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【大阪】外資系 Contact Center Manager - Online Travel

年収:応相談

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部署・役職名 【大阪】外資系 Contact Center Manager - Online Travel
職種
業種
勤務地
仕事内容 Accommodation Services Manager (Contact Center Manager) will look after an exciting, fast-paced team that works closely with hotel partners and internal stakeholders in order to deliver excellent support service and manage the needs of our accommodation partners.

Your key objective will be to establish and manage relationship to our partners by providing excellent service. Drive the team to achieve qualitative and qualitative goals and always ensure alignment of individual and business goals through constant communication, training and monitoring of team, in order to provide excellent service to our partners.
Role Responsibilities:

-Maintains and improves Accommodation Services operations for our accommodation partners by monitoring system performance; identifying and resolving problems; preparing and competing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
-Implement and help improve procedures for ongoing operation of onboarding listings
-Implement and help improve procedures for ongoing support to Partners
-Assist Supply Innovation team with project tasks to improve communication and efficiencies between departments and markets
-Share and seek out best practices and knowledge
-Identify prioritize and resolve operational issues
-Assist with training materials for external and internal users
-Implement tools for the regular tracking, review and reporting of performance of teams in delivering KPIs and targets
-Share relevant data and information with internal and external partners to ensure a high level of communication and feedback to optimize performance. Recruit, develop, manage, retain, lead staff to ensure adherence to all targets and KPIs and SLAs and to ensure that attrition levels are kept at a minimum
-Coach, mentor, motivate and evaluate the performance of the Supervisors and their teams on a regular basis
-Ensure that the working environment is in line with the vision, mission and values.
-And other responsibilities
応募資格

【必須(MUST)】

- Minimum 7 years working experience in travel industry, e-commerce, customer service or similar
- Minimum 4 years of supervisory/team lead experience in a contact center environment or similar, including SLA management
- Proven track record in people and performance management
- Strong communication skills with fluency in English and Japanese
- Advanced Excel skills

【歓迎(WANT)】

- Strong problem solving and analytical skills
- Strong prioritization and interpersonal skills
- Adaptable to new technologies, quick learner and fast to adopt new processes and tools
- Excellent written and verbal communication skills along with a strong ability to negotiate and communicate with multiple stakeholders
- Independent worker and result driven
- Navigates well in dynamic work environments
- Team player, professional “get it done” attitude and work ethic
- Strong attention to detail
- Adapts well to and is energized by change
- Proven experience and knowledge in effective hiring, training, coaching and people management practices
- Thinks outside the box to find new solutions to problems and challenges

アピールポイント 外資系企業 女性管理職実績あり 20代管理職実績あり 従業員数1000人以上 年間休日120日以上 産休・育休取得実績あり ストックオプション制度あり 教育・研修制度充実 社内公用語が英語 Uターン・Iターン歓迎 管理職・マネージャー 完全土日休み フレックスタイム 月平均残業時間20時間以内
更新日 2019/12/25
求人番号 1143819

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