With your contact center expertise and eagerness to start in an exciting and complex environment, we have the opportunity for you. Apply today to be our next Contact Center Solutions Manager who enjoys both a buzz and a challenge.
Contact Center Solutions Manager
Full-time, Virtual US , India or Costa Rica
We’re BCD Travel, one of the world’s leading corporate travel management companies with offices around the globe. We help our clients travel smart and achieve more. People join our company because we provide a dynamic work environment, where no two days are the same. And our people stay with us because we care about their work-life balance. But don’t just take our word for it: we've been voted top place to work and recognized by Investors in People, Flexjobs, and Forbes.
In this role you will be responsible for providing project support, post-project data gathering, and field operation consulting for Contact Center technology initiatives. The Contact Center Solutions Manager will implement actions that will improve Contact Center technology performance, optimization, and return on investment.
A snapshot of this opportunity Prepare proposals, presentations, and cost benefit analysis for recommendations Create a testing plan that encompasses all data and/or process elements for all user requirements Enhance service delivery, drive efficiency, and leverage investments in technology by collaborating with strategic partners within the organization Partner with Human Resource department to develop consistent and effective employee processes (e.i., attendance, breaks, etc.) Connect with ancillary groups (CCS teams, telecom, etc.) to ensure resource alignment and appropriate support is available Stay informed on industry trends and their potential impact on the organization Ensure follow through for successful product deployment, project execution, and quality Maintain time tracking and other administrative requirements
How you can set yourself apart You have relevant experience of contact center management and using contact center tools Strong knowledge in contact center principles including staffing configuration, telephony routing, and contact center data requirements You have a Six Sigma/DMAIC project management, Contact Center Management, or PMP Certification Travel Industry experience Able to apply technology as an enabler to process improvement
What we offer you
At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.
BCD Travel helps companies make the most of what they spend on travel. We give travelers innovative tools that keep them safe and productive and help them make good choices on the road. We partner with travel and procurement leaders to simplify the complexities of business travel, drive savings and satisfaction, and move whole companies toward their goals. In short, we help our clients travel smart and achieve more. We make this happen in 109 countries with a global client retention rate of 98%, the highest in the industry. For more information, visit www.bcdtravel.com .
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*Note: We’ll give preference to internal and/or furloughed employees.