Customer-Centric Contact Center Leader

The Travel Corporation; United States; Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

The Travel Corporation is seeking a Contact Center Service Performance Leader to coach and develop a high-performing team of Service Agents. You will drive customer-centric culture, monitor KPIs, and translate data into focused coaching and process improvements across a multi-brand contact center.

You will lead initiatives across training, quality, and workforce management to enhance guest satisfaction, accuracy, and efficiency, while maintaining brand standards and operating with integrity.

Formación

• 2+ years previous contact center experience.
• Genesys Cloud experience is a big plus.
• Previous leadership experience is preferred.
• Comfortable using data and reports to shape decisions.
• Calm under pressure and confident in high-volume service environments.
• An excellent communicator and collaborator.
• Familiar with Contact Center systems and performance metrics.
• Familiarity with Salesforce preferred.
• Proficient with computer systems including Microsoft O365.

Responsabilidades

• Lead and inspire a service team to meet and exceed customer satisfaction, quality, resolution, productivity, and service-level targets.
• Create a customer-first culture focused on ownership, effective resolution, and consistently high-quality service.
• Own team performance against agreed customer satisfaction, quality, productivity, efficiency, service level, and resolution targets.
• Monitor individual and team performance daily, identifying trends, risks, and opportunities for improvement.
• Translate customer, quality, and operational performance data into targeted coaching and performance improvement actions.
• Reinforce accountability for resolving customer needs accurately, efficiently, and with appropriate ownership.
• Conduct regular 1:1 coaching sessions focused on customer experience, communication, problem solving, product knowledge, call control, and effective resolution.
• Provide agents with timely, actionable feedback during and after customer interactions.
• Identify training needs and partner with Learning & Development to strengthen service capability and performance.
• Manage performance, attendance, conduct, and employee development in accordance with company policies.
• Create individual development plans that build capability, confidence, product knowledge, judgement, and customer service effectiveness.
• Identify high-potential employees and support succession planning and career development.
• Participate in recruitment, interviewing, selection, onboarding, and successful integration of new Service Agents.
• Promote employee engagement, collaboration, accountability, and a high-performance culture.
• Ensure every customer interaction is guest-centric, professional, accurate, and aligned with TTC's brand promise.
• Support agents with complex customer situations, escalations, and service recovery.
• Coach agents to take ownership of customer needs and resolve enquiries effectively at the earliest appropriate opportunity.
• Review customer feedback, quality evaluations, complaints, and interaction data to identify coaching and process improvement opportunities.
• Ensure customer issues and escalations are resolved promptly, accurately, and in accordance with company policies.
• Identify recurring causes of customer dissatisfaction, repeat contact, or avoidable effort and work with relevant teams to address root causes.
• Track daily, weekly, and monthly KPIs such as customer satisfaction, quality, first-contact resolution, repeat contact, productivity, service level, and schedule adherence.
• Prepare performance reports and present results to the Contact Center Manager.
• Use data and customer insights to drive individual and team improvement.
• Regularly report team performance, improvement initiatives, customer trends, business risks, and recommendations to the Contact Center Manager.
• Analyze operational, quality, and customer trends to identify opportunities to improve service delivery and customer outcomes.
• Champion adoption of new processes, technologies, and ways of working by effectively communicating change and reinforcing new behaviours.
• Lead continuous improvement initiatives that improve customer experience, resolution, operational efficiency, and agent effectiveness.
• Identify recurring customer, process, technology, or knowledge issues and recommend practical solutions.
• Use customer feedback and frontline insights to identify friction points and opportunities to simplify the customer journey.
• Support implementation of new technologies, service processes, AI-enabled capabilities, and operational improvements.
• Partner with Workforce Management, Learning & Development, Quality, Technology, Product, and other business teams to improve service delivery and remove operational barriers.
• Provide visible day-to-day leadership and remain accessible to support agents with complex customer enquiries and escalations.
• Monitor service queues, service levels, workload distribution, agent availability, and operational performance to optimize customer experience and efficiency.
• Take appropriate action to manage changing contact volumes, service risks, and operational priorities throughout the day.
• Partner with Workforce Management to support schedule adherence, staffing requirements, and service delivery.
• Support operational readiness during peak periods, significant business events, disruptions, and major organizational initiatives.
• Build effective partnerships with Product, Operations, Workforce Management, Learning & Development, Quality, Technology, and other business functions to improve service performance and the end-to-end customer journey.
• Demonstrate measurable improvement in coached agents' KPIs (QA, AHT, booking accuracy, upsell attach rate).
• Maintain or exceed 85-90% average QA scores for assigned team.
• Show reduction in repeat errors or escalations flagged through QA monitoring.
• Maintain workload balance to achieve target service levels
• Reduce errors recorded in the Journal log

Conocimientos

Contact center experience

Leadership

Data-driven decisions

Excellent communication

Familiar with CC systems

Salesforce familiarity

O365 proficiency

Herramientas

Genesys Cloud

Salesforce

Microsoft 365 / O365

Descripción del empleo

The Travel Corporation is seeking a Contact Center Service Performance Leader to coach and develop a high-performing team of Service Agents. You will drive customer-centric culture, monitor KPIs, and translate data into focused coaching and process improvements across a multi-brand contact center.

You will lead initiatives across training, quality, and workforce management to enhance guest satisfaction, accuracy, and efficiency, while maintaining brand standards and operating with integrity.