Contact Center Manager

Roles and responsibilities

We are seeking a luxury Contact Centre Manager to oversee our client's loyalty program call center operations. The ideal candidate will be responsible for leading a team of contact centre agents delivering personalized services to loyalty program members. This role requires strong leadership skills in a fast-paced environment and exceptional customer service. Our client based in Dubai, is one of the largest and most luxurious hospitality companies in the region.

Key responsibilities:

1. Lead, mentor, and inspire a team of contact center agents, ensuring they consistently deliver exceptional, personalized service to members.
2. Oversee the successful delivery of contact center systems and program evolution initiatives, ensuring smooth implementation and alignment with organizational goals. Develop and execute long-term strategies for the evolution of the contact center, aligning with the broader goals of the luxury recognition program.
3. Develop and implement strategies to drive revenue through upselling, cross-selling, and identifying new opportunities within the contact center. Monitor and optimize performance to meet financial targets.
4. Establish key performance indicators (KPIs) for the contact center, analyze metrics regularly, and implement strategies to enhance efficiency, productivity, and service quality.
5. Strive to exceed guest expectations in every interaction, creating memorable experiences that enhance member satisfaction. Offer personalized recommendations and surprise-and-delight moments for members.
6. Develop and implement specialized training programs tailored to the luxury hospitality industry, ensuring agents are trained to uphold brand standards and deliver elite service.
7. Oversee the day-to-day operations of the contact center, ensuring that service levels, response times, and member satisfaction metrics are consistently met or exceeded.
8. Implement feedback mechanisms and continuous improvement strategies to enhance member satisfaction and loyalty. Act on member feedback to improve service quality.
9. Work closely with internal stakeholders to ensure seamless integration of the contact center with broader member experience strategies. Collaborate with sales, marketing, and operations teams to align contact center activities with organizational goals.
10. Manage and resolve member escalations, ensuring a calm and solution-oriented approach to sensitive situations. Resolve guest issues and concerns promptly and effectively, ensuring that all interactions end on a positive note. Monitor and follow up on guest complaints received by the department and ensure relevant solutions are provided by coordinating with other departments.
11. Maintain proactive communication with guests before, during, and after their stay to ensure satisfaction and address any potential issues in a timely manner.
12. Use data and analytics to monitor contact center performance, drive continuous improvement, and identify trends that can inform strategic decisions.
13. Continuously evaluate and refine contact center processes to ensure they meet the highest standards of efficiency, accuracy, and luxury service.

Desired candidate profile

1. Minimum of 5 years in luxury contact center management, with a focus on personalized experiences and revenue generation.
2. Proven experience leading and developing high-performing teams in a luxury hospitality environment.
3. Deep understanding of luxury hospitality standards and a passion for creating personalized, memorable guest experiences.
4. Excellent verbal and written communication skills, with the ability to connect with high-net-worth individuals and elite members.
5. Strong problem-solving skills, with the ability to handle complex guest concerns effectively.
6. Demonstrated ability to plan and execute strategies that drive both performance and revenue.
7. Impeccable attention to detail, ensuring that every interaction reflects the brand's luxury standards.
8. Flexibility to adapt to evolving priorities and challenges while maintaining focus on member satisfaction and business goals.

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