Contact Centers Chinese Market Operations Manager

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