Full-Time Contact Centers Chinese Market Operations Manager

Accor operates +6 call centers, focused on delivering top-notch Customer Care experience as well as inspiring Reservation journey. We are proud to deliver our service in 18 languages, through our 6 Contact centers spread-out in 6 geographies. Our contribution to Accor’s topline is soaring.

The primary focus of the Contact Center Operations Manager is to ensure a vital link between Accor and its outsourced contact center vendors. This position is instrumental in ensuring that the service provided by external contact centers aligns with our expectations and standards.

What you will be doing:

Reporting to the Director of External Contact Centers Operations based in Paris, France, this position is responsible for managing daily Contact Center operations of our Chinese speaking markets.

You will oversee both Customer Care and Reservation activities, monitor and manage the performance to ensure achievement of high service level and Quality standard across all channels.

Your mission will consist of (but not exhaustively):

1. Performance Management: Monitor daily operations performance of our BPO. Analyze performance & SLAs on each activity, identifying areas for improvement, and collaborating on strategies to enhance service delivery.
2. Quality Assurance: Manage and improve Quality delivered by each contact center, ensuring it aligns with Accor's quality standards. Conduct quality assessments and calibrations with our BPOs. Monitor the quality of services delivered by external contact centers, conducting regular audits and assessments to ensure adherence to service level agreements (SLAs) and maintaining the desired standards of customer experience.
3. Process, Training and Development: Collaborate with contact center partners to identify opportunities for process enhancement, suggesting and implementing improvements that optimize workflows and elevate service quality. Enhance communication efficiency, ensuring all information & processes are deployed in our centers efficiently and with high quality. Identify key areas of improvement in our centers, collaborate with internal stakeholders to provide necessary training & guidance & support, ensuring a consistent customer experience.

Your experience and skills include:

• Demonstrated experience (minimum 5 years) in client relationship management or operations within a contact center environment.
• Exceptional verbal and written communication skills to effectively convey expectations and feedback.
• Analytics and data-driven problem solver, able to derive insights and drive production improvements.
• Ability to work on teams and in a multi-cultural environment.
• Familiarity with contact center operations, and customer service best practices.
• Hands-on approach.
• Excellent communication skills in Mandarin, Cantonese and English (written, spoken, read); one of the 2 (Mandarin or Cantonese) is native.
• Familiar with using Chinese social media tools like WeChat.
• Good understanding of the China market consumerism behavior and culture.

Your working environment:

Job based in Bangkok, Thailand with up to 50% travel.

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