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    Contact Center Trainee - Madrid, España - Radisson Hotel Group, Madrid Office

    Radisson Hotel Group, Madrid Office
    Radisson Hotel Group, Madrid Office Madrid, España

    hace 1 semana

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    De jornada completa
    Descripción

    The Contact Center specialist is responsible to support the Contact Center
    team to assure operations optimization. This key role will be auditing and
    updating property information available to Agents, reporting out to
    organization leadership on program performance, working to ensure properties
    get reporting on property performance. This Specialist works closely with partner
    departments and teams, such contact center ops and IGT ops and training
    department to ensure the CC is operating optimally to achieve Radisson Hotel
    Group goals.

    MAIN RESPONSIBILITIES:

  • Review and update
    individual hotel information, in direct partnership with the hotels, to
    ensure that hotel information is accurate, up to date, and best
    representing hotel details to the contact centre agents. Identify gaps or incorrect
    hotel information and adjust accordingly.
  • Onboard new
    properties in partnership with CC team, and regularly engage with
    properties already at the Contact Center as a point of support, to ensure
    EMMA data quality, and to report out on progress.
  • Work closely with CC BI analysts
    to ensure accurate KPIs goals.
  • Ensures accurate and
    timely reporting of results to hotels migrated to the CC.
  • 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 IVR activity and
    disposition reporting and makes recommendations to improve call qualifying
    and routing of calls.
  • Engage telecom team and
    Ops Director to quickly resolve any technical issues impacting call
    routing or call quality.
  • Support operational
    activities to drive contact centre KPI's including service level
    achievement, conversion, ADR, and quality.
  • Performs administrative
    duties to assist management with daily operations (IGT agents TMS
    users, InContact accounts).


    • REQUIREMENTS:

  • Being enrolled in a
    school/university program
  • Being eligible to sign an
    internship agreement with a school/university.
  • Fluency in English
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