CX Optimization Manager- Travel

As a Lead-CC Innovation & Process Re-engineering, your role involves evaluating and optimizing existing contact center processes to enhance efficiency and effectiveness. You will identify bottlenecks and implement improvements to streamline workflows. Additionally, you will introduce cutting-edge technologies to improve contact center operations and collaborate with IT teams to integrate innovative tools and automation for enhanced customer interactions. Your key responsibilities will include: - Conducting performance analysis of contact center metrics and recommending improvements based on data-driven insights - Mapping and analyzing customer journeys within the contact center to identify areas for enhancement - Developing and delivering training programs to ensure contact center staff are proficient in using new technologies and updated processes To excel in this role, you should possess: - Strong communication and negotiation skills - Analytical and problem-solving abilities - Proficiency in digital tools - Deep understanding of customer experience design - Excellent people and team management skills - Innovative, creative, and capable of driving change - Strong stakeholder management skills Your qualifications should include a Bachelor's degree in Business Administration, Marketing, Communication, or a related field. A Master's degree is preferred. You should have a minimum of 9+ years of experience, with 12+ years desired in the aviation or hospitality industry. As a Lead-CC Innovation & Process Re-engineering, your role involves evaluating and optimizing existing contact center processes to enhance efficiency and effectiveness. You will identify bottlenecks and implement improvements to streamline workflows. Additionally, you will introduce cutting-edge technologies to improve contact center operations and collaborate with IT teams to integrate innovative tools and automation for enhanced customer interactions. Your key responsibilities will include: - Conducting performance analysis of contact center metrics and recommending improvements based on data-driven insights - Mapping and analyzing customer journeys within the contact center to identify areas for enhancement - Developing and delivering training programs to ensure contact center staff are proficient in using new technologies and updated processes To excel in this role, you should possess: - Strong communication and negotiation skills - Analytical and problem-solving abilities - Proficiency in digital tools - Deep understanding of customer experience design - Excellent people and team management skills - Innovative, creative, and capable of driving change - Strong stakeholder management skills Your qualifications should include a Bachelor's degree in Business Administration, Marketing, Communication, or a related field. A Master's degree is preferred. You should have a minimum of 9+ years of experience, with 12+ years desired in the aviation or hospitality industry.