Contact Center Trainee

Radisson Hotel Group, Madrid Office; Madrid; Presencial; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

A leading hotel chain in Madrid is seeking a Contact trainee to support the Contact Center team by updating hotel information, onboarding new properties, and collaborating with analysts to achieve operational goals. Candidates should be enrolled in a university program and fluent in English. This internship offers valuable experience in the hospitality industry.

Formación

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

Responsabilidades

• Review and update hotel information for accuracy.
• Onboard new properties and engage with existing ones.
• Work with analysts to ensure accurate KPI goals.
• Provide feedback for agent training and coaching.
• Support operational activities to drive KPI achievements.
• Assist in day-to-day operations across departments.

Conocimientos

Willingness to learn

Problem-solving

Teamwork

Hospitality experience

Contact center knowledge

Fluency in English

Educación

Enrollment in a school/university program

Descripción del empleo

Overview

DESCRIPTION

WILLING TO LEARN

SOLVING PROBLEMS

WORKING ALONE AND TEAMS

EXPERIENCE WITH HOSPITALITY AND CONTACT CENTER A PLUS

The Contact trainee 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 as contact center ops, 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 the 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.
• Ensure accurate and timely reporting of results to hotels migrated to the CC.
• Provide feedback from hotels to Quality and Training Specialist to ensure proper training and coaching of agents.
• Ensure customer feedback shared through the hotels is addressed appropriately through our customer care channels.
• Review IVR activity and disposition reporting and make 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).
• From time to time, assist in day-to-day operations across various RHG corporate departments, including but not limited to Distribution, Loyalty and Customer Experience.
• Collaborate with cross-functional teams to achieve business objectives.

Requirements

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