Centara Hotels & Resorts is looking for a Director of Customer Contact Experiences.
About the role:
- Reporting to the Head of Distribution & Revenue Management, this position is accountable for driving and managing the Customer Contact Center (CCC) function for Centara Hotels group. This position has three main areas of responsibility including the delivery of service excellence, people management & development plus driving the overall commercial objectives & operational execution of the CCC function
- This position is responsible for the strategic planning and execution of all CCC operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale
- This position’s success is measured by the organization’s ability to provide high quality services while meeting brand standard, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics
- This position executes the vision for the operation ensuring the CCC meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities
- Working in collaboration with other teams and leading the CCC team, this role will be responsible for achieving and exceeding financial and KPI targets while also ensuring that all customer interactions with the CCC are handled in line with Centara brand values, thus further driving loyalty to the brand and maintaining and elevating our positioning within the hospitality industry
Tasks and responsibilities:
Commercial & Operational Excellence:
- Setup and launch CCC in Bangkok within the timeline defined by management
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to hotels
- Responsible for development and administration of annual CCC budget to attain business goals with operational stability
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Responsible for achieving customer service key performance indicators (KPIs), sales targets & objectives, controlling expenses and maintaining and achieving high operational standards
- Constantly developing and implementing initiatives which further optimizes business performance and customer satisfaction for the CCC by reviewing and analysing key indicators on an ongoing basis (weekly, monthly and quarterly reports or business reviews)
- Working in collaboration with the other teams and hotels in order to support and maintain a strong working relationship across all stakeholders thus ensuring the CCC is updated and informed on all business information in order to support customer services for all hotels across all geographies
- Support and drive a culture of business excellence thus ensuring that all CCC team members are fully informed, trained and supported in exceeding our customer expectations
- Full responsibility for P&L of the CCC
- In coordination with the other team managers, ensure that systems and processes are optimized to improve customer satisfaction and to minimize issues for all stakeholders
- In collaboration with the other teams such as IT and system vendors, ensure the maintenance and execution of all information systems and equipment required to support CCC operations
- Ensure volume forecasts & planning requirements are built to manage peak volume periods. Manage resources as needed to ensure delivery of KPI’s
Service Excellence & Delivery:
- Ensure highest standards of customer care is delivered & maintained in all aspects of the CCC function
- Manage customer escalations and provide creative solutions for enhanced customer experience
- Drive innovation across CCC in order for us to continuously exceed customer expectations
- Create a world class team who need to be able to use multiple contact channels efficiently including phone, email, postal mail (if necessary), chat, social platforms
- Handle multiple types of calls and needs: reservations, hotel information, corporate information, product & service information, dissatisfied customers, policy questions, etc.
- Have an in-depth appreciation and understanding of how to interact with customers across diverse languages & cultures
People Management & Development:
- Oversee & support with all recruitment initiatives for the CCC thus ensuring that we attract & retain the best calibre individuals within the marketplace
- In collaboration with the HR team, ensure that the CCC has the correct level of staffing in order to maximize on resources while ensuring that all periods of peak traffic are sufficiently met
- Implement retention initiatives and collaborate with the HR team to provide internal developmental opportunities for our top performers
- Manage CCC incentive plan and ensure adequacy with performance goals and business priorities, in partnership with Supervisor
- Identify individual and team training needs and in collaboration with the HR Training team create and implement regular training sessions (onboarding, regular product & service training/updates, phone etiquette/quality, sales techniques, etc.)
- Establish & maintain a strong working partnership with all relevant teams in order to form a cohesive and focused Centara commercial team
- Build and ensure a culture of diversity and inclusion within the CCC
Skills and competencies:
Experience:
- Minimum of B.A. or B.S. degree required
- 5-10 years of leadership or management experience at Call Center/Contact Center, preferably gained in customer service setting
- Experience of working within an in-house call centre environment which supports a multi-channel & multi-product organization
- Previous hospitality, loyalty, airline and tourism experience in mid-tier or upscale segment a plus
- Exceptional ability to develop and manage results-oriented recruiting and training programs
Skills:
- Strong leadership skills with the ability to motivate & engage a large & diverse team
- Effective management and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
- Excellent negotiation, interpersonal, written and verbal communications skills in English – including statistical report writing
- Computer Skills: Microsoft Outlook, PowerPoint, Word with advanced Excel skills
- Deep knowledge of call centre related systems including telephone system and central reservations system is preferred
- Ability to multi-task and to deliver under pressure
- Strong problem-solving skills
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
- Target & result orientated
- A natural flare for delivering world class customer services
- Other language fluency in Thai, Vietnamese, Arabic, Russian or Mandarin/Cantonese a plus
Traits:
- Be approachable, proactive and solution-oriented
- Possess common sense & pragmatic approach to their role
- A genuine passion for understanding people’s motivations and mindset with inherit ability to mediate challenging people-based challenges
- Remains calm under pressure and can deliver business focused and practical solutions
- Act as a role model and lead by example by being present on the contact centre floor
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