- Vollzeit
- Festanstellung
- Geschäftsführung & Hotelmanagement
- ACCOR
__jobinformationwidget.freetext.LocationText__
Bangkok, Thailand
__jobinformationwidget.freetext.ExternalReference__
REF2839H
Contact Centers Chinese Market Operations Manager
Region
Accor HQ
Dieses Stellenangebot ist nun abgelaufen. Bitte sehen Sie sich ähnliche Rollen unten an...
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
Laissez votre cœur vous guider dans ce monde où la vie bat plus fort
Diversity & Inclusion bedeutet für Accor, alle Menschen willkommen zu heißen und ihre Unterschiede zu respektieren. Wir stellen ei der Ausweitung von Beschäftigungs- und Entwicklungsmöglichkeiten ausschließlich Qualitäten und Fähigkeiten den Vordergrund. Unser Ziel ist es, eine sinnvolle Beschäftigung, eine herzliche und einladende Kultur und hervorragende Arbeitsbedingungen zu bieten und die Entwicklung aller Menschen, einschließlich der Menschen mit Behinderungen, zu fördern.
Zögere nicht, uns bei deiner Bewerbung deine besonderen Bedürfnisse mitzuteilen, damit wir diese berücksichtigen können.
Ähnliche Jobs
Gehalt
Ort
21c Museum Hotel Louisville, Louisville, United States
Experience Level
Not Applicable
Zeitplan der Arbeit
Vollzeit
Marken
21C MUSEUM HOTELS
Job-Typ
Festanstellung
Locations
Louisville
Job-Kategorie
Rooms
Beschreibung
Reports to: Front Office Manager/Rooms ManagerGeneral Purpose: Under general supervision, provides porter and valet services to hotel guests and ensures their satisfaction and comfort by promptly and
Referenz
88bbc08c-fec8-4da5-825c-eaad822967ef
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Miramar - Hotel & Bungalows, Santa Monica, United States
Experience Level
Entry Level
Zeitplan der Arbeit
Teilzeit
Marken
FAIRMONT
Job-Typ
Festanstellung
Locations
Santa Monica
Job-Kategorie
Food & Beverage
Beschreibung
What you will be doing:Reporting to The Bungalow General Manager, responsibilities and essential job functions include but are not limited to the following: Provide warm and engaging serv
Referenz
03f6a928-4eb9-4e37-9f77-11671114568a
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Pittsburgh, Pittsburgh, United States
Experience Level
Entry Level
Zeitplan der Arbeit
Teilzeit
Marken
FAIRMONT
Job-Typ
Festanstellung
Locations
Pittsburgh
Job-Kategorie
Wellness und Erholung
Beschreibung
Fairmont Pittsburgh’s Health Club and Spa are looking for an enthusiastic and eager member to make his/her mark in the Health Club. As a Health Club and Spa Receptionist you will be responsible for gr
Referenz
17dccac7-7c3e-4e06-9d4f-061bb3b2a283
Verfallsdatum
01/01/0001
Gehalt
Ort
Sofitel Queenstown - Hotel & Spa, Queenstown, New Zealand
Experience Level
Associate
Zeitplan der Arbeit
Vollzeit
Marken
SOFITEL
Job-Typ
Festanstellung
Locations
Queenstown
Job-Kategorie
Culinary
Beschreibung
If you can display enthusiasm, eagerness, curiosity and a willingness to learn, we will provide you with the guidance, facilities and resources.The role will initially involve working on all sections
Referenz
12ef0ff5-3868-4e70-9a86-42b013ce54cc
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Miramar - Hotel & Bungalows, Santa Monica, United States
Experience Level
Executive
Zeitplan der Arbeit
Vollzeit
Marken
FAIRMONT
Job-Typ
Festanstellung
Locations
Santa Monica
Job-Kategorie
Culinary
Beschreibung
Reporting to the Director of Food & Beverage responsibilities and essential job functions include but are not limited to the following: Oversee daily operations of all KitchensRole models
Referenz
e9fb4050-9368-4f4c-b22d-ef8b2071d05b
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Château Whistler, Whistler, Canada
Experience Level
Mid-Senior Level
Zeitplan der Arbeit
Vollzeit
Marken
FAIRMONT
Job-Typ
Festanstellung
Locations
Whistler
Job-Kategorie
Culinary
Beschreibung
As a Pastry Cook at Fairmont Chateau Whistler, you will be a key member of our culinary team, and work seamlessly with the wider food and beverage team to ensure excellent products for our guests!Star
Referenz
d9b4635e-953b-4606-a981-98b048f3ad7f
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Château Whistler, Whistler, Canada
Experience Level
Associate
Zeitplan der Arbeit
Vollzeit
Marken
FAIRMONT
Job-Typ
Festanstellung
Locations
Whistler
Job-Kategorie
Rooms
Beschreibung
Assistant Front Office Manager Providing engaging, sincere, personalized service is one of the ways our Front Office colleagues are turning moments into memories for our guests. Showcase your interpe
Referenz
2c14fa7c-8b92-40bc-bcfd-4189561052de
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Waterfront, Vancouver, Canada
Experience Level
Mid-Senior Level
Zeitplan der Arbeit
Vollzeit
Marken
ACCOR
Job-Typ
Festanstellung
Locations
Vancouver
Job-Kategorie
Rooms
Beschreibung
Summary of Responsibilities: Reporting to the Director of Rooms, responsibilities and essential job functions include but are not limited to the following: Lead the Fairmont Gold team of Supervisors
Referenz
9301d4bd-f5e4-498f-808c-0688f39ab57b
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Breakers Long Beach - Opening Q4 2024, Long Beach, United States
Experience Level
Mid-Senior Level
Zeitplan der Arbeit
Vollzeit
Marken
FAIRMONT
Job-Typ
Festanstellung
Locations
Long Beach
Job-Kategorie
Culinary
Beschreibung
Every memorable dining experience at Fairmont Hotels and Resorts begins behind the scenes with our Culinary team’s commitment to safe, efficient operations and exceptional cuisine. As Banquet Sous Che
Referenz
a4f44734-5087-4f52-ab61-e02684334412
Verfallsdatum
01/01/0001
Gehalt
Ort
Fairmont Waterfront, Vancouver, Canada
Experience Level
Mid-Senior Level
Zeitplan der Arbeit
Vollzeit
Marken
ACCOR
Job-Typ
Festanstellung
Locations
Vancouver
Job-Kategorie
Rooms
Beschreibung
Guest Relations Manager - Full Time, ReliefProviding engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into special memories for our guests at
Referenz
d6c0ecef-b806-491d-a87a-aee4c01a9bc3
Verfallsdatum
01/01/0001