The Operations Manager for the Global Contact Centre based in London will develop and grow a multi-channel customer operation, whilst delivering a high- performance team and service-focused operation.
The role will be based in the London but will be required to attend meetings at other locations in the UK, Europe and LA.
The Operations manager will be responsible for:
- Delivering performance management and data analytics across all channels in the Global Contact Centre to drive personalisation, customer strategy and change
- Ensure strong employee engagement and minimise staff turnover by embedding reward and recognition frameworks
- Facilitate a culture of open and honest two way communication to ensure that key messages are cascaded
- Enable excellent communications between contact centres, guest relations, and leadership teams across all properties
- Implement the future state and content architecture for contact centre knowledge assets to ensure knowledge is a formalised capability and consistency is achieved across all business areas
- Enable excellent communications between contact centres, guest relations and leadership teams across all properties
- Ensure contact centre compliance to all company security requirements and health and safety obligations are met across the global contact centre
Core competencies and knowledge
Strong commercial awareness and ability to produce accurate and informative data to interpret business performance and deliver tangible results.
Possess an exemplary service orientated attitude within the context of the role and ability to communicate with stakeholders, team and customers.
Promotes Dorchester Collection brand at every opportunity and lead by example through the values of the company.
Participative management approach, with a change ready attitude.
Possess gravitas and inspire confidence.
A passion for people and guest engagement.
Operated at mid-level with good knowledge of budgeting and financial forecasting.
Excellent stakeholder management skills with ability to delegate effectively and influence multiple stakeholders.
Professionally represents Dorchester Collection brand in the community and other industry organisations and events.
Effective operational and analytical skills including budget management, staffing models, schedulin .
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 high levels of pressure and critical decision-making and or problem solving.
Strong mentoring and relationship building skills with ability to effectively manage group and internal client conflict situations confidently and professionally.
Good experience and a proven track record of achievement in managing customer services in a luxury brand.
Develop and deliver reports from IT systems in line with schedules and operational requirements.
Support call centre management team with performance statistics for all contact centre agents to include call information , average handling time, volume of emails and lead generation .
Create and monitor daily, weekly, monthly reporting tools and dashboards and produce financial administration reports .
Develop relevant KPI’S to monitor and improve business performance and provide the business with trend analysis , emerging patterns and provide recommendations for improvement.
Develop work procedures, and work schedules and expedite the work flow to meet the operational needs.
Alert management teams to urgent information or events that may impact call centre performance and business results.
Manage vendors and suppliers (WFM ) to ensure resources are effectively deployed across the call centre operations to meet forecast and schedules and agent satisfaction is maintained.
Deliver maximum utilisation of resource and the planning of training.
Monitor the operation in real time to ensure that the contact centre agent adherence and productivity is controlled and indicate where action is required.
Performance management of the Operations Co-ordinator to support the delivery of business requirements.
Implement a process of continuous review and proactive management of absenteeism and attrition across the contact centres , providing recommendations for positive action.
Introduce methodologies to measure and manage agent interaction quality and drive to contact calibration process.
Work in partnership with key stakeholders to optimise resources and customer service delivery. Implement and drive SLAs with hotel operations to deliver service standards and build successful long term business relationships.
Support internal client relationships at an operational level by co-ordinating information, data requests and delivery of requirements within agreed timelines and quality standards .
Collaborate with contact centre management teams to implement the strategic direction of the Global Contact Centre and align service with customer expectations .
Develops Winning Strategies
Ensure that business technology and processes are optimized to deliver optimized business results across Dorchester Collection.
Implement and drive SLA’s with hotel operations to deliver service standards and build successful long-term business relationships.
Facilitate operational calls with the hotel operations and visit hotels to present contact centre sales updates, customer and operational strategies to senior leaders.
Deliver outstanding customer service and customer sales via all channels (social media, social media, email, chat etc.) and enhance the omni-channel approach within teams and technology.
- Job type
- London, United Kingdom
- Management, Other
- Starting in
- As soon as possible
- Contract duration
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.