Senior Manager, CSS Contact Center Solutions

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $94k - $105k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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BCD Travel

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2006

🛍️ eCommerce

☁️ SaaS

🚗 Transport

eCommerce • SaaS • Transport

BCD Travel is a leading business travel management company that simplifies the conversation around corporate travel by offering integrated solutions and services to meet various program goals. With a global network spanning over 100 countries, BCD Travel provides tailored travel management services, risk management solutions, and innovative tools to enhance the travel experience for organizations and their employees. Their expertise in the travel industry has earned them multiple recognitions, and they are committed to sustainability and optimizing business travel programs.

📋 Description

• 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