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Contact Center Specialist

Company: Radisson Hospitality Contact Center
Location: Omaha
Posted on: February 15, 2020

Job Description:

Job Summary The Specialist, Call Transfer Program is responsible for the overall operations and performance of the contact centers call transfer program for Radisson Hotel Group, Americas. This key role ensures all aspects of the program are operating efficiently and effectively and takes action to continuously grow and improve the program. This includes: engaging directly with properties to onboard them into the program, auditing and updating property information available to Agents, reporting out to organization leadership on program performance, working to ensure properties get reporting on property program performance, consistently working to better the program to drive revenue through the Voice channel for properties in the Americas. This Specialist works closely with partner departments and teams, such as finance, contact center agents, revenue optimization, commercial services, and hotel operations, to ensure the program is operating optimally to achieve Radisson Hotel Group, Americas goals. Requirements -Review and update individual hotel information, in direct partnership with the hotel, to ensure that hotel information is accurate, up to date, and best representing hotel details to the contact center agents. Identify gaps or incorrect hotel information and adjust accordingly. -Onboard new properties into the program, and regularly engage with properties already in the program as a point of support, to ensure CRS data quality, and to report out on progress. -Create and action sales and engagement plan to grow participation in the program. -Ensure overall program KPIs are driving towards RHG, Americas goals. This includes # of properties participating in the program, program cost structure, program volume, and target revenue goals. -Ensures accurate and timely reporting of results to hotels participating in RCP and ResAdvantage. -Provides feedback from hotels to Quality and Training Specialist to ensure proper training and coaching of agents. -Ensures customer feedback shared through the hotels are addressed appropriately through our customer care channels. -Reviews and responds to emails from hotels and internal departments on behalf of ResAdvantage program. -Reviews IVR activity and disposition reporting and makes recommendations to improve call qualifying and routing of calls. -Engage telecom team and Technology Ops Manager to quickly resolve any technical issues with ResAdvantage or RCP impacting call routing or call quality. -Support operational activities to drive contact center KPI's including service level achievement, conversion, ADR, and quality. -Performs administrative duties to assist management with daily operations (Account Face, InContact, ServiceNow). -Maintains Global Customer Care Manual (contact center facing) content and Connect (hotel facing) documents. -Communicates key details of promotions and other business impacting information globally to the Call Centers Responsibilities -Bachelor's degree required. -3+ years of progressive experience in travel industry contact centers or distribution. -An understanding of the hotel industry's technology and distribution landscape is required; this includes PMS, CRS, Voice channel connectivity, and rate code functionality. -Process and results oriented; very strong ability to analyze a current situation and create and institute new processes that drive efficiencies. -Strong project management skills; able to lead small projects and/or support bigger projects in the RHG project landscape; work on multiple initiatives simultaneously. -Strong communication skills; able to clearly convey ideas and results, in writing, presentation, and speech, to partner teams, team members, and hotel owners/franchisees. -Strong analytical skills - ability to review numbers and draw conclusions about performance and impact of various projects and/or technology solutions. -Self-starter, exhibiting initiative and confidence

Keywords: Radisson Hospitality Contact Center, Omaha , Contact Center Specialist, Hospitality & Tourism , Omaha, Nebraska

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