sbe Corporate

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Vice President Contact Center/ Miami

Vice President Contact Center/ Miami

Req No. 
2017-4915
Job Locations 
US
Category 
Sales and Events
Job Requirements 
N/A

More information about this job

Overview

From our dazzling location in the heart of Miami, sbe offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater.

We have an exciting job opportunity to join our Sales & marketing Team as Vice President Contact Center located in our Miami corporate office.

 

 

 

A global tribe of individuals, partners and progressives, devoted to creating extraordinary experiences for our community throughout our proprietary brands - we are sbe.

Visionaries at the forefront of hospitality, cuisine, design, residences and entertainment, our lifestyle moments are forged with highly-curated and passionate service. 

We are committed to authenticity, sophistication, mastery and innovation.

Our stage is the world. Our time is now.

Responsibilities

  • Develop world class contact center from ground up including working with IT, HR, Sales, Revenue Management and individual business units to develop systems, platform, KPIs, training, budget, revenue, sales and service departments.
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Develop specialists to sell 360 platforms from hotels, restaurants, nightlife.
  • Develop all reporting standards to be used for training and reporting out to individual business units.  Including call volume, web chats, conversion, sales, upgrades, follow-up, abandonment rate, call time, room nights, reservations, data capture.
  • Develop Incentive plan for all sales and service agents (both phone and web) to maintain competitive in the market and driving sales and topline revenue.
  • Analyze operations of the contact center and oversee any efficiency improvements.
  • Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs.
  • Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that sbe gains and maintains recognition for the quality of customer service.
  • Lead, inspire and coordinate the contact center management team at all levels to create motivated and engaged colleagues.
  • Responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Responsible for the recruitment, training, induction and coaching strategy across the contact centers
  • Work closely with HR and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.
  • Developing structure and systems for contact center to deliver highest quality service for a 360 degree reservation experience.
  • Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation
  • Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
  • Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
  • Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving the highest standards.
  • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Deliver cost efficiencies and increased in Customer Satisfaction Scores.
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Qualifications

  • Bachelor of Science degree or higher preferred,
  • Minimum 8 years of Call Center/Contact Center management experience,
  • Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
  • Exceptional ability to develop and manage results-oriented recruiting and training programs,
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
  • Strong mentoring and relationship building skills with ability to effectively manage group,
  • Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
  • Strong Customer Focus, Customer Service and Verbal Communication skills,
  • Computer Skills: Microsoft Outlook and Word with advanced Excel skills
  • Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change.
  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.
  • Must have proven skills in building and working with cross functional teams.
  • Understanding of sales & service culture imperative.
  • Knowledge of hotel industry required: Wholesale, Revenue Management, Product Build, luxury care, travel agent and airline.
  • Understanding of system integration. The ability to work seamlessly between digital, web and telephony experience.