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 atrecruitment@tripadvisor.com.Customer Care Manager, N. AmericaJob description
Want more jobs like this?GetCustomer ServicejobsinLas Vegas, NVdelivered to your inbox every week.
Want more jobs like this?
GetCustomer ServicejobsinLas Vegas, NVdelivered to your inbox every week.
Get Jobs
The Customer Care Manager’s focus is to oversee the Team Leaders processes, performance and development. The Manager will also be responsible for engagement and performance oversight of our outsourced partners.The position requires an individual that is processes oriented, high-level judgement, process oriented, data driven and the ability to motivate, identify, report and offer solutions on the 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:Responsible for delivering Global Operational processes for Viator Customer Support for both on-shore and off-shore teams.Engage and work closely with Operation Team Leaders.Engage and work closely with the Vendor Management Organization on follow-up and support of our VendorsEngage, cultivate relationships, and assist with direction for BPO team’sAvailability to travel internationally to support global teamsExecute for optimal service delivery while maintaining high quality standardsMentor, coach, invest in development and lead teamReview and provide feedback on daily, weekly, and monthly performance metrics for progress and opportunitiesAddress staff behavioral and performance concerns to realign to meet objectives & goalsDelegate assignments and responsibilities throughout the team for developmentCoordinate the tracking and meeting of key performance goals while driving new initiativesIn coordination with forecasting & scheduling teams, ensure adherence to schedules and addressing absenteeism trendsProvide input for process design and input with quality & training teams for improvementsConstant eye on service levels and making recommendations to change strategy when requiredSubmit accurate reports as required and interpret information to ensure optimum levels of service are provided coordinating with Reporting & Analytics TeamCollect and deliver staff & customer feedback to improve procedures and interactionsEnforce company and contact center policies and proceduresDesired Skills and Experience5 years+ experience required in a contact center management roleProven experience working without-sourced partners.Patience, understanding and resilience when managing complex situations and competing priorities.Must be able to multi-task in a fast paced and dynamic environmentOn-line travel industry experience preferredProven experience in both process and people managementDemonstrable outcomes of driving metric improvementsExperience utilizing CRM (e.g. Salesforce) and Telephony platforms a plusExcellent verbal and written communication skillsAbility to use good judgment while problem solvingShift flexibility is mandatoryKey Competencies for this roleExcellent planning, organizing, leadership/supervisory skillsExcellent communicator, both verbal and written (Multilingual a plus)Strong customer service, quality, and results orientedEffective problem solverAbility to focus/align staff around critical initiatives#VIATOR#LI-JACOB
