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Amsterdam

Manager, Contact Center Operations

R2166

Location

Norwalk

Career Track

Customer Care

Apply Now

Manager, Contact Center Operations

R2166

Location

Norwalk

Career Track

Customer Care

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.

Priceline.com is looking for a highly motivated and positive individual with contact center operations experience to oversee day-to-day performance and maintain a stable, forward-looking operation.

The Manager, Contact Center Operations & Vendor Relationships reports directly to the Sr, Manager, Contact Center Operations.

The incumbent’s success will depend on their ability to achieve results by working through others – both internal counterparts and external points of contact located across multiple country geographies. This individual must continually monitor the business to identify, research, understand, adapt to and proactively communicate evolving trends, particularly those that present a risk to ongoing business operations.

Key relationships are with Outsourcing Partner(s), Workforce Management, Customer Care support teams (Product Experience, Systems, Learning & Development), Executive Leadership, Finance, and Marketing.   

Key Responsibilities:

Operations Management – Oversee global contact center operations across multiple partner relationships and country geographies. As examples, this may include: incident management; intra-day monitoring; identify the need for, develop, and execute action plans using a forward-looking lens; ensure global alignment on direction given.

KPI Management – Read and analyze daily, weekly, and monthly reporting to evaluate achievement to goals. Where variances exist, partner with key stakeholders to develop action plans to return to acceptable performance standards and hold others accountable to results.

Operational Excellence – Cultivate close working relationships with peers across the organization to maintain expert knowledge in the day-to-day business.

Trend Analysis and Reporting – Prepare and present timely, accurate analyses to key stakeholders including leadership team, internal departments, external partners, etc.

Competencies:

  • Contact center operations
  • Relationship Building with onsite and remote partners
  • Leadership
  • Communication
  • Problem Solving
  • Elevated Decision Making
  • Escalated Problem Resolution
  • Self-directed
  • Hold self and others accountable to results

Qualifications:

  • Minimum 2+ years in contact center management; multi-site and/or multi-channel (phone, chat, social, email, etc.) are preferred
  • Vendor management experience is required
  • Previous experience in the travel / hospitality industry considered an asset
  • Project Management / Six Sigma experience considered an asset
  • Demonstrated people management skills that have motivated and enhanced personal performance and development
  • Effectively communicate with individuals at all levels internally and externally
  • Solid analytical skills resulting in sound decisions, solutions and recommendations
  • Must possess excellent customer service, follow-up and organizational skills
  • Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
  • Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary
  • Demonstrated history of living the values important to Priceline:  Customer, Innovation, Team, Accountability and Trust. Unquestionable integrity and ethics

Priceline is an equal opportunity employer in accordance with all applicable federal, state and local laws.

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