The Contact Center Specialist is responsible for supporting the Contact Center team to assure operations optimization. This key role involves auditing and updating property information available to agents, reporting to organizational leadership on program performance, and ensuring properties receive reporting on their performance. This Specialist works closely with partner departments and teams, such as Contact Center Operations and the IGT Operations and Training Department, to ensure the Contact Center operates 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 represents hotel details to the contact center agents. Identify gaps or incorrect hotel information and adjust accordingly.Onboard new properties in partnership with the CC team, and regularly engage with properties already at the Contact Center as a point of support to ensure EMMA data quality and report on progress.Work closely with CC BI analysts to ensure accurate KPI goals.Ensure accurate and timely reporting of results to hotels migrated to the CC.Provide feedback from hotels to Quality and Training Specialist to ensure proper training and coaching of agents.Ensure customer feedback shared through the hotels is addressed appropriately through our customer care channels.Review IVR activity and disposition reporting and make 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 center KPIs including service level achievement, conversion, ADR, and quality.Perform 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.
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