- Integral
- Permanente
- Gestão Executiva Hoteleira
- ACCOR
__jobinformationwidget.freetext.LocationText__
Bangkok, Thailand
__jobinformationwidget.freetext.ExternalReference__
REF2839H
Contact Centers Chinese Market Operations Manager
Region
Accor HQ
We are a worldwide Augmented Hospitality leader. We are 260,000+ experts committed to reinventing hospitality with unique and unrivalled experiences within our addresses. We are Accor.
Our promise is caring and impeccable service. We nurture real passion for service and achievement beyond limits. Our mission is to make the impossible possible to realize your dreams.
We’re so much more than hotels—we’re creating innovative lifestyle experiences, whether you live, work or play. Blaze your own trail from 50+ hotel brands, restaurants, nightclubs, spas, co-working spaces, and tech start-ups.
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 souring.
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 is in it for you:
• The challenge to contribute to a very ambitious X2 strategic development of our Contact Centers activity.
• The opportunity to join a pioneer team in terms of innovation of the Call Center activity.
• The chance to work with our diverse team both in Moncton and in Paris, as well as our global community of coordinators, creating memories and connecting people and cultures.
• Ongoing training, learning, and continuous growth of your expertise.
• Strong sense of belonging
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 and not exhaustively:
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.
Quality Assurance
Manage and improve Quality delivered by each contact center, make sure that it’s in line 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.
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, ensure that all the information & processes are deployed in our centers, in an efficient manner, 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.
You are hands-on and enjoy getting into the heart of the matter.
Excellent communication skills in Mandarin, Cantonese and English is required (written, spoken, read); one of the 2 (Mandarin or Cantonese) is native.
Familiar with using Chinese social media tools like WeChat.
Have a good understanding of the China market consumerism behavior and culture
Your working environment:
Job based in Bangkok, Thailand with up to 50% travel.
Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
Why work for Accor?
• We are far more than a worldwide leader. We welcome you as you are and support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us you can continue to explore limitless possibilities.
• Every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
• Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Deixe seu coração guiá-lo em um mundo onde a vida pulsa com paixão.
Diversidade & Inclusão para a Accor
significa acolher cada um e respeitar suas diferenças, priorizando apenas
qualidades e habilidades na ampliação de oportunidades de emprego e
desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma
cultura acolhedora, excelentes condições de trabalho e promover o
desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não
hesite em nos informar de quaisquer necessidades específicas que possa ter para
que possamos levá-las em consideração.
Related jobs
Salário
Localização
Araxá, Brazil
Experience Level
Mid-Senior Level
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Brazil
Áreas
Gestão Executiva Hoteleira
Descrição
Fazer a gestão do hotel sob sua responsabilidade, oferecendo um produto inovador e inspirando a equipe, de forma a assegurar o seu engajamento e os resultados financeiros e qualitativos do hotel, conf
Referência
b774aa50-716f-4c9a-85a0-dba6b63aa8c6
Data de validade
01/01/0001
Salário
Localização
ibis Singapore on Bencoolen, Singapore
Experience Level
Executive
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Singapore
Áreas
Gestão Executiva Hoteleira
Descrição
Assist in managing hotel operations including front desk, housekeeping, food and beverage, and maintenanceLearn and understand the hotel's standard operating procedures and policiesEnsure guest satisf
Referência
18fae54d-d6d5-473c-972d-14ef9dace2bf
Data de validade
01/01/0001
Salário
Localização
21c Museum Hotel St Louis, St. Louis, United States
Experience Level
Executive
Jornada de Trabalho
Integral
Brands
21C MUSEUM HOTELS
Tipo de Contrato
Permanente
Locations
United States
Áreas
Gestão Executiva Hoteleira
Descrição
Title: General ManagerReports To: Chief Operating OfficerGeneral Purpose: The General Manager is responsible for the overall management of the hotel's operation, including profitability, guest service
Referência
cdda4320-d10c-4328-a2a0-f877f27f2682
Data de validade
01/01/0001
Salário
Localização
ibis Styles London Gloucester Road, London, United Kingdom
Experience Level
Mid-Senior Level
Jornada de Trabalho
Integral
Brands
IBIS STYLES
Tipo de Contrato
Permanente
Locations
London
Áreas
Gestão Executiva Hoteleira
Descrição
As our next Hotel Shift Leader, you…Are passionate about guests and delivering great service.Have a strong level of knowledge and experience across the operations.Have a hands-on approach, are organis
Referência
914fc055-2c39-44bc-a428-349a185b8650
Data de validade
01/01/0001
Salário
Localização
The Harlow Hotel By Accor, Harlow, United Kingdom
Experience Level
Mid-Senior Level
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Harlow
Áreas
Gestão Executiva Hoteleira
Descrição
As someone who loves to create meaningful connections with both guests and colleagues, this role will see you being responsible for the day to day operations of the hotel across our Food and Beverage
Referência
f8bce7e7-0fec-4fba-8106-a9837f40c720
Data de validade
01/01/0001
Salário
Localização
Rixos Golf Villas And Suites Sharm El Sheikh, Sharm El-Sheikh, Egypt
Experience Level
Executive
Jornada de Trabalho
Integral
Brands
RIXOS
Tipo de Contrato
Permanente
Locations
Sharm El-Sheikh
Áreas
Gestão Executiva Hoteleira
Descrição
DUTIES AND RESPONSIBILITIES1 Support and work with the Head of Departments in all aspects of running the hotel2 Personally attend and lead initiatives and meetings aimed at improving service standard
Referência
ed67150e-783d-4fb5-9bc0-52a7b918f0ca
Data de validade
01/01/0001
Salário
Localização
Sofitel Brisbane Central, Brisbane City, Australia
Experience Level
Director
Jornada de Trabalho
Integral
Brands
SOFITEL
Tipo de Contrato
Permanente
Locations
Brisbane City
Áreas
Gestão Executiva Hoteleira
Descrição
A career that lets your passion shineWe seek a General Manager for Sofitel Brisbane Central, positioned in the vibrant heart of the river city. Are you ready to embody the #SofitelFrenchZest and cha
Referência
261d3c70-7a1c-43eb-80ac-706e18a22b00
Data de validade
01/01/0001
Salário
Localização
Raffles Dubai, Dubai, United Arab Emirates
Experience Level
Director
Jornada de Trabalho
Integral
Brands
RAFFLES
Tipo de Contrato
Permanente
Locations
Dubai
Áreas
Gestão Executiva Hoteleira
Descrição
PURPOSE OF POSITIONHas responsibility for the overall operations of the Hotel’s Rooms and Food & Beverage Divisions including the development and performance management of employees. Oversee the finan
Referência
66fd086c-5913-4591-b184-ddb2c0b3d6c8
Data de validade
01/01/0001
Salário
Localização
Swissôtel Resort Bodrum Beach, Turgutreis, Turkey
Experience Level
Director
Jornada de Trabalho
Integral
Brands
SWISSOTEL
Tipo de Contrato
Permanente
Locations
Turgutreis
Áreas
Gestão Executiva Hoteleira
Descrição
As an operations manager you will be responsible for managing the operation of Swissotel Resort Bodrum Beach with support of Resort Manager. Support the F&B / Rooms operation of Swissotel Resort Bodr
Referência
108328df-e377-4096-80e3-c8a21323fae5
Data de validade
01/01/0001
Salário
Localização
Mantis St Helena, Jamestown, Saint Helena
Experience Level
Director
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Saint Helena
Áreas
Gestão Executiva Hoteleira
Descrição
Director of OperationsReporting to the CEO Mantis, this role will lead strategic planning, ensuring the successful operation of the hotel. The role encompasses fostering a culture of excellence, diver
Referência
4df65066-7ff4-459e-88ca-9db707e99785
Data de validade
01/01/0001