Address
Form of workSupervisor Customer Service
As the Supervisor Customer Service, you are an integral part of the of the global Viator Operations management team. You will report to the Customer Service Manager and will have frequent and significant exposure to the management teams of Viator. You will be responsible for recruiting, developing and managing the department within the in-house call center operations in the Las Vegas office centered on escalations, social media and complaint resolution. In addition, you will also help in supporting wider global operations.
The individual will have strong analytical approach to work and proven track record of managing processes and teams with a high level of attention to detail.
- Team Management
- Evaluate performance and ensure the teams utilize the service management metrics for the ongoing monitoring of performance for teams and individuals.
- Direct and motivate direct reports and teams to achieve agreed targets. Ensure personal goals and objectives are set, communicated, measured and reviewed as per company policy.
- Effectively manages performance of the team, addresses under performance in a swift manner and openly celebrates success. Conducts monthly 1:1's with formal review of performance.
- Actively develops team, provides a considered structure for continuous development. Identifies individuals for appropriate succession planning.
- Ensure that all coaching and development logs are accurate and timely.
- Supervising staff in accordance with company policies and procedures.
- Coordinate coaching and training of staff onsite.
- Produce literature and manuals were appropriate to help improve performance.
- Ensure daily performance reviews, monthly 121's and weekly meetings where appropriate, to improve performance.
- Develop and manage performance from the team through adherence to a performance management process.
- Identify and implement initiatives to improve employee engagement.
Operational Management
- Determine daily plan to meet and exceed business performance targets by ensuring sufficient capacity available to meet incoming volumes and minimize backlogs.
- Ensure that services issues are recorded and responded to within agreed service levels and timelines.
- Assist with the design and testing of potential process changes and work with key stakeholders to ensure successful implementations.
- Keep up to date with company, department and process knowledge.
- Standardize processes, procedures and platforms for service delivery.
- Auditing of processes to ensure currency and accuracy in line with department standards.
- Monitor customer feedback and interactions to ensure we leverage customer insights to build a culture of continuous improvement.
- Proactively champion best practice to enhance agent productivity, CSAT, Quality, IR and FCR. Regularly help to review processes and develop improvements.
- Champion Department Initiatives and show pro-activity in identifying where knowledge or process gaps exist to coach educate and provide assistance as required.
- Work closely with various functions like Quality, Training, WFM and Human Resources to strengthen the business relationship between the departments.
- Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base.
Customer Relations
- Understanding key demand / complaint drivers.
- Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence.
- Work with key business stakeholders to minimize DSAT drivers and improve CRD team CSAT.
- High activities cases tracked, managed and analyzed. Reduce number of touches per case.
- Ensure SLA's on responding to complaints and escalations are hit.
- Report risk events and ensure Corrective Action Plans are raised as necessary.
- Monitor potential claims ensuring minimal financial impact to the business and provide financial reporting back to management on the cost of resolution.
- Produce weekly / monthly and ad hoc reporting of the above to senior management level.
- Investigate and report on poor supplier conduct, assist in driving initiatives to improve supplier behavior.
- Manage, respond and track forum reviews for Viator.
- In addition - any other duties delegated ad-hoc.
What we are looking for?
- At least five years of experience managing a Customer Support team.
- Accomplishes organization's goals by accepting ownership for delivering on new and different requests; exploring opportunities to add value to tasks undertaken.
- Passion for solving customer issues.
- Ability to handle confidential information and adhere to established protocols.
- Strong time management/prioritization skills and multi-tasking ability.
- Excellent editorial judgment and command of the English language.
- Ability to work independently, anticipate problems and suggest solutions.
- Experience with relevant applications, including but not limited to: Managed multi-channel operations i.e. voice support, email.
- Experience managing escalations / complaint cycles.
- Web-based content management Systems.
- CRM/Customer Support Tools
- Word Processing/Spreadsheet Applications (Microsoft Office, etc.)
- Social Media Applications (Facebook, Twitter, etc.)
- Personal experience with the TripAdvisor and Viator websites, including the submission of reviews and participation in Forums.
- Hands-on experience with user-generated content. (either personally or professionally)
- University degree. (communications or hospitality fields a plus!)
- In addition, the ideal candidate will demonstrate the following competencies:
- Flexible and open to change and new information; adapts behavior and work methods accordingly.
- Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
- Exhibits integrity through fair and ethical behavior toward others and a demonstrated sense of corporate responsibility and commitment.
- Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people.
- Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively.
- Identifies and analyzes problems; distinguishes between relevant and irrelevant information.
- Ability to balance time to market with a solution and make the right trade-offs along the way
- Strong analytical skills: understands and utilizes metrics relevant to role.
- Clear communication through expression of facts and ideas in a clear, convincing and organized manner
- Good business judgment when making decisions and always considers the relevance/impact of each decision on the business.
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