Director, Contact Centers

Director, Contact Centers

This role is eligible for our five-day flex office work model.

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:

This individual serves as the senior leader over the operational functions within Customer Care that include contact center management, the performance of our agents, SLA achievement, processes, and stability of the operation. While they will be directly responsible for everything that happens in the day-to-day interactions with customers, they will also have to partner closely with Affiliate Management, Training, QA, Workforce Management, Technology, and others to ensure we have the tools, people, and technology to deliver an outstanding customer experience. 

In this role you will get to: 

•  Put the customer at the center of everything we do.

• Develop and implement a strategic vision for the Customer Care Operation, focused on delivering the very best experience for our customers 

• Lead, manage, and develop a team dedicated to delivering on our B2C & B2B partner expectations.

•  Serve as the relationship point of contact for our contact center partners and ensuring they deliver on their commitments 

• Professionally challenge the way we do things in order to continuously improve the  customer experience 

• Continually drives business improvements by bringing forward actionable insights to effectively lead remote teams in a multi-site, multi-national, multi-cultural team environment

• Hold peers accountable for delivering well-trained, professional, high-quality agents and staffing to the business need in order to achieve your KPI deliverables

• Leverage feedback loops between Operations, Support Services, and Technology to minimize areas of customer friction

• Create metrics-based reporting to monitor and manage operational performance and make data-driven decisions

Who you are:

•  Bachelor’s degree required;

• Minimum 7 years experience working in a medium-sized call center environment (1000+ seats) that includes:

• Strong knowledge of contact center training best practices including optimal blending of modalities necessary to attract and engage today’s workforce for both Sales and Service teams

• Contact Center Financial Planning – Budgeting, financial forecasting driving efficiencies

• Minimum 3 years experience managing customer service outsourced relationships

• Strong organizational & analytical skills

• Experience building, leading and running a customer service organization

• Travel required 15%-25% to Partner sites (International)

• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.

• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is $120,000-$150,000 USD

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