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    Manager Contact Center Optimization - Madrid, España - Radisson Hotel Group, Madrid Office

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

    hace 2 días

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    De jornada completa
    Descripción

    Radisson Hotel Group is one of the world's largest
    hotel groups with ten distinctive hotel brands, and more than 1,160 hotels in
    operation and under development in 95+ countries. The Group's overarching brand
    promise is Every Moment Matters with a signature Yes I Can service ethos.

    People are at the
    core of our business success and future. Our people are true Moment Makers and
    together we bring the culture, spirit, environment and opportunities that
    empower you to be your best, every day, everywhere, every time. Together, we
    make Every Moment Matter.

    We are
    now looking for a

    Manager Contact Center Optimization to join our dynamic team here at Radisson Hotel Group

    As a member of the Distribution and Optimization team, your role
    as the Manager of Contact Center Optimization at "The Club of
    Voice" is crucial in bridging the gap between the contact center
    operations and the revenue and distribution team. Your mission encompasses a
    multifaceted approach to enhance efficiency, capitalize on trends, and
    maximize revenue opportunities while serving as a trusted liaison between
    internal stakeholders and the contact center.

    Your tasks encompass a diverse range of responsibilities.
    Utilizing data analytics, you will delve deep into contact center performance
    metrics, extracting insights to drive operational enhancements and improve
    customer experience. Your ability to discern emerging industry trends will
    empower you to anticipate customer needs, ensuring proactive adaptation of
    contact center strategies to maintain a competitive edge.

    Moreover, your role extends to assessing market opportunities
    and soliciting feedback from customers to unveil potential revenue streams.
    Collaborating closely with internal teams, you will conceptualize and execute
    innovative solutions tailored to capitalize on these opportunities, driving
    revenue growth and organizational success.

    Your proficiency in communication will be paramount as you serve
    as the conduit between the contact center and other departments. Effectively
    conveying insights and recommendations to internal stakeholders will foster
    collaboration and alignment of strategies to achieve overarching business
    objectives.

    Additionally, your role entails advocating for contact center
    solutions within the organization, particularly to hotels and other
    stakeholders. By articulating the value proposition and benefits of contact
    center optimization, you will secure buy-in and support for initiatives
    across all organizational levels.

    Through your proactive approach, analytical acumen, and
    strategic mindset, you will play a pivotal role in optimizing contact center
    operations, driving revenue growth, and fostering collaboration across
    departments. Your mission is to elevate "The Club of Voice" as a
    leader in customer service excellence and revenue optimization within the
    hospitality industry.

    Roles/Responsibilities:

    • Business Opportunity Identification:
      Proactively search for and create business opportunities within the contact
      center operations. This involves conducting market research, analyzing
      customer feedback, and monitoring industry trends to uncover untapped revenue
      streams and service improvement opportunities. Collaborate with internal
      stakeholders to align strategies and capitalize on identified opportunities,
      thereby driving revenue growth and enhancing service offerings.
    • Data Analysis and Performance Evaluation: Conduct comprehensive analysis of contact center performance metrics, including call volumes, response times, and customer satisfaction scores. Utilize advanced analytical tools to identify trends, patterns, and areas for improvement. Generate detailed reports and insights to inform strategic decision-making, optimize operational efficiency, and enhance customer experience.
    • Solution Selling and Revenue Generation: Develop and implement strategies to promote contact center solutions and services to internal and external stakeholders, particularly hotels and revenue-focused teams. Craft persuasive sales pitches and presentations highlighting the value proposition and benefits of contact center optimization. Collaborate with sales and marketing teams to identify opportunities for upselling, cross-selling, and revenue maximization through enhanced customer service offerings.
    • Industry Research and Stakeholder Engagement: Monitor hospitality industry trends and competitor activities. Engage with internal stakeholders to align strategies and gather feedback for contact center optimization. Translate insights into actionable recommendations for enhancing service offerings.


    E. The
    most relevant factors which determine whether you are successful in your
    position:



    · Analytical Skills: Ability to analyze data
    effectively for decision-making.

    · Communication Skills: Strong ability to convey
    ideas clearly to various stakeholders.

    · Industry Knowledge: Deep understanding of the
    hospitality sector.

    · Relationship Building: Skill in fostering strong
    professional connections.

    · Adaptability: Capacity to adjust to changing
    industry landscapes.

    · Strategic Thinking: Capability to develop and
    execute strategic plans.

    · Customer Focus: Strong dedication to meeting
    customer needs.

    · Problem-Solving Abilities: Aptitude for identifying
    and solving problems.

    · Results Orientation: Focus on achieving measurable
    outcomes.

    · Time Management and Prioritization: Effective
    management of tasks and deadlines.



    Job requirements and
    qualifications:



    Minimum education: Bachelor's or
    Master degree from accredited university - E-commerce, Marketing, Business
    Administration, Hospitality or related major preferred



    Minimum experience: At least three years'
    business experience in an international environment with a focus on sales,
    revenue management, account management and e-commerce.

    Experience
    gained in a Contact Center or Hospitality group and previous revenue /
    distribution ownership an advantage.



    Language skills: Fluent English both written and spoken, additional language skills
    are welcome.






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