The Contact Center specialist 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 contact center ops and 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 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.
• Ensures accurate and timely reporting of results to hotels migrated to the CC.
• Provides feedback from hotels to Quality and Training Specialist to ensure proper training and coaching of agents.
• Ensures customer feedback shared through the hotels are addressed appropriately through our customer care channels.
• Reviews IVR activity and disposition reporting and makes 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).

REQUIREMENTS:

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

The Contact Center specialist 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 contact center ops and 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 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.
• Ensures accurate and timely reporting of results to hotels migrated to the CC.
• Provides feedback from hotels to Quality and Training Specialist to ensure proper training and coaching of agents.
• Ensures customer feedback shared through the hotels are addressed appropriately through our customer care channels.
• Reviews IVR activity and disposition reporting and makes 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).

REQUIREMENTS:

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