Operations Coordinator
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Operations Coordinator

About the job


Supporting the Operations Manager in the delivery of the Global Contact Centre operations, and ensuring performance management and reporting tools are leveraged to deliver operational requirements, the Operations Coordinator will play an active part in data collection to include daily, weekly, monthly reporting tools and dashboards provide all business areas with statistical data and interpretation. This role is based in London Global Contact Centre, but may require to attend meetings at other locations in the UK, Europe and LA 

 

Operational Performance

Monitor and interpret KPI’s and provide the business with trend analysis, business performance statistics and emerging patterns.
Assess performance statistics across the contact centre to include call information, average handling time, email volume and provide analysis to Ops Management team for distribution.
Utilise workplace tools and apply procedures to ensure the effective use of resources and work optimisation across the Global Contact Centre.
Track the operation in real time to ensure that the Contact Centre Agent adherence and productivity is controlled and indicate where action is required to ensure service levels are met.  
Escalate complex queries to the Operations Manager, identifying solutions to bring items to resolution.
Maintain contact centre compliance to all company security requirements and health and safety obligations are met across the Global Contact Centre.
Maintain the configuration of Genesys, skills setting and hierarchies on an on-going basis to ensure efficiency and effective distribution of calls, to meet guests needs and business requirements.
Propose new and creative approaches to the forecasting processes using WFM technology.
Undertake assessment, validation and project activity as required.

 

Relationship Management

Facilitate a culture of open and honest two way communication to ensure that key messages are cascaded and build successful business relationships with internal clients.
Alert management teams to urgent information or events that may impact call centre performance and business results.
Liaise with vendors to include WFM to ensure resources are effectively deployed across the call centre operations to meet forecast and schedules.

Work with the Senior Quality Coordinator to introduce methodologies to measure and manage agent interaction quality and drive the contact centre calibration process.

Communicates Effectively

Facilitate operational calls with the hotel operations to present contact centre sales updates, customer and operational strategies to management teams. 
Support internal client relationships at an operational level by coordinating information, data requests and delivery  of requirements within agreed timelines and quality standards .
Enable excellent communications between contact centres, guest relations, and leadership teams across all properties.

 


An experienced contact centre operator who has understanding of supporting the delivery of a multi-channel customer operation, within a high- performance  service focussed operation.

Experience of supporting contact centre operations, resources and implementing change programmes.

Producing reports and communicating data in a meaningful format to diverse stakeholder groups, articulating requirements, expectations and outcomes.

Highly organised, resilient and able to manage time effectively and deliver on target using  influencing skills , in a pressurised environment.

Proficiency in the use of information and communications technology to include WFM tools and CRM databases.

Proven ability to interpret data analytics to drive operational  performance across multi-site, multi-language contact centre teams.

Accountable for delivery of objectives, able to identify ideas and solutions and understands escalation points where required

Experience with a luxury brand of high touchpoint model desirable.

Champion the contact centre throughout internal and external channels and provide analytical support and management information.

Excellent communication, interpersonal and relationship building skills.

Ability to thrive in a traditional cultural environment, demonstrating confidence and strength of character to achieve positive solutions.

 

Core Competencies and Knowledge

  • Strong commercial awareness and ability to produce accurate and informative data to  interpret business performance and deliver tangible results.
  • Good operational and analytical skills including budget management, staffing models, scheduling.
  • Possess an exemplary service orientated attitude within the context of the role and ability to communicate with stakeholders, team and customers.
  • Collaborative approach, with a change ready attitude.
  • A passion for people and guest engagement.
  • Operated at mid-level with good knowledge of budgeting and financial forecasting.
  • Good stakeholder management skills with ability to work with and and influence multiple stakeholders.
  • Professionally represents the Dorchester Collection brand in the community and other industry organisations and events.
  • Exceptional ability to develop and manage results and service orientated teams.
  • Strong negotiation, interpersonal, written and oral communication skills, including statistical report writing.
  • Ability to handle changing requirements,  high levels of pressure and critical decision-making and or problem solving.
  • Promotes the Dorchester Collection brand at every opportunity and lead by example through the values of the company.
  • Good experience and a proven track record of achievement in managing customer services in a luxury brand.

 

Key Performance Indicators 

  • Employee satisfaction
  • Customer Satisfaction stats (dependency CSAT design)
  • Performance metrics for all channels
  • Process improvements
  • Creativity

 

About you

See description
  • Language required: English.

The company

Nine iconic addresses, nine extraordinary hotels, one unique collection.
One global compass guiding you to the only destinations you’ll ever need.

But what will make it your collection?
Perhaps we’ll be a second home, where you’re always in the place to be.
Or the canvas for golden moments that create your treasured memories.
We may simply provide a true sense of belonging ‒ wherever you are.

For in yesterday’s rich heritage you’ll find our knowledge and experience.
In today’s beautiful surroundings you’ll feel our craftsmanship and splendour.
In tomorrow’s memories you’ll know the warmth of our team.
But only you can decide how you’ll write our future legacy.

So, be our guest. Be our story. Be whatever your heart desires.
We’ll be honoured to take care of you.

Welcome to Dorchester Collection.
Iconic Hotels in Iconic Places.

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Operations Coordinator

London, United Kingdom

Full-time, Indefinite

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