Manager – Customer Service Operations

Remote from: USA
Category: Customer Success
Job type: Full Time,
Opening date: 13 Mar 2023
Closing date: 12 Apr 2023
Views: 935

About company

— Job description
— How to apply
— Related jobs

About Hopper

Spend less. Travel better.

Internet
2007

Actively Hiring

Customer advocacy is at the heart of Customer Service. Hopper’s Customer Service teams endeavor to automate, in order to allow customers to help themselves whenever possible and provide both users and agents with a delightful, seamless experience. The B2B CS Operations Manager will have an integral role in driving customer happiness and reducing Hopper’s cost to serve customers. They will be the voice of Hopper within the 3rd party call center. The B2B Operations Manager will be responsible for providing guidance and oversight. They will focus on the vendor’s success by assisting with (but are limited to) workflows, KPIs, gap analysis, and regulatory compliance. The successful candidate will be the voice of the US Call Centre Operations working alongside the Philippines’ Service Delivery Team.

Minimum Qualifications

Has a strong understanding of call centers, call center structures, and call center agent behaviors
Has a high level of understanding, patience, and empathy; but overall, exceptional attention to detail.
Has worked for or managed a team in a BPO environment.
Experience in the travel industry and banking industries.
Experience with Sabre (or other GDS)Develop audit operational plans, schedule, and conduct audits, and present audit reports.
Is committed to continuous growth and learning.
They understand that every challenge is an opportunity and they get excited about learning new things.
Proven track record of driving CSAT/NPS in a call center environment.

Preferred qualifications

Familiar with Amplitude
Experience with BPOs

Responsibilities

Provide guidance and oversight to a third-party call center
Serve as the key knowledge resource representing the US call center to internal and external stakeholders, with a strong understanding of all key performance metrics and their associated drivers
Work with the training and quality departments to create an environment of continuous learning
Possesses experience in service-level metrics development and analysis
An excellent communicator and the ability to synthesize information, identify trends, and develop an action plan to address issues
Manage all regulatory requirements as set out by Hopper’s B2B client (Banking)
Monitoring productivity and assisting the BPO in motivating the team to reach daily, weekly, and monthly goals
Be a point of escalation for the BPO and internal stakeholders for the US call center operations
Assist BPO Human Resources to interview and select employees for the call center
Assists with strategic planning as it pertains to operations and achievement of results
Maintains an excellent working knowledge of the entire operation, as well as developing projects