Senior Manager, CSS Contact Center Solutions
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Job Description
Senior Manager handling Contact Center Solutions at BCD Travel. Focused on market trends, product management, and customer needs.
Responsibilities:
- Conduct market research and competitive analysis to understand customer needs and market trends
- Maintain internal product, standards and governance documents to the highest level of accuracy and relevance
- Develop partnerships with key stakeholders throughout the company to more effectively understand business requirements, gauge process effectiveness, and develop customer driven solution
- Manage product roadmaps and releases
- Review escalated help tickets for project assessment and engage appropriate parties
Requirements:
- Prior experience of contact center management or experience with contact center technologies, products and/or services
- Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
- Intermediate or higher Excel skills
- Subject matter expertise in contact center principles including configuration, telephony routing, contact center data requirements
- Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all level
Benefits:
- Flexible working hours and work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days so you can rest and recharge
- A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
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