Customer service manager

Position responsible to provide an Outstanding Experience to the Customers in a multichannel and multimarket environment for the multinational leader of the events' marketplace.

Customer Service Manager (Front Line Manager) leads a team of 5 Team Leaders and 60 Experts based in Madrid , being responsible as well for the offshore platform in Kuala Lumpur that handles the customer service in APAC region and the dedicated site for UK service based in Manchester.

As the first point of contact for the customer, Front Line Manager is responsible to ensure a Premium Service, define, implement and follow up the specific channels provided to the different markets as well as the KPIs required to measure and control the activity infentifying and coordinating the training needs for the team.

Front Line Manager leads a complex  24/7 platform providing service worldwide ( + 40 markets) in more than 20 different languages for the Company leader in Events' Marketplace.

•	Responsible to ensure a Premium Service
•	60 Experts plus 5 team leaders report to the CS Manager
•	Team management: staffing, coaching, feedback & motivation
•	KPIs and Reporting. 
•	Goals and Incentives definition
•	Service Design (Omnichannel) & customer journeys 
•	Customer satisfaction monitoring: NPS, surveys and Quality Monitoring

The position is responsible for the Contact Center Platform including  : Sales (Inbound & outbound), Digital and Customer Service teams.
4 Team Managers and 70 agents report to the Sales Manager .
Responsibilities:
Lead the teams under the principles of customer experience established by the
Company .Responsible to drive employee surveys and develop the strategy to measure
customer satisfaction ( NPS and automatic customer surveys )
 Ensure Customer an employee satisfaction
 Implement Sales campaigns liaising with marketing teams including launching, follow up
and reporting of the activity.
 Work force planning to ensure service levels and productivity.
 Define and create the reporting model required for a correct follow up marketing
campaigns and the contact center activities and its different KIPs including the executive
dashboard.
 Ensure legal and quality compliance in sales process. Call monitoring definition.
 Budget and forecast follow up to analyze deviations and activate the appropriate action
plans.
 Define and implement the goal & incentive scheme for agents and leadership team.
 Coordinate and participate in the hiring and training policies.
 Control of the outsourced campaigns . Daily follow up, deviations an action plans in order
to achieve goals in SLA.
 Responsible for the Contact Center gamification.
 Projects recently implemented : Verint, Speech Analytics, Scripting , Presence,
Leadership Transformation.

This position is responsible for ensuring the Corporate Travel Service is provided according to the company policy and strategy across Madrid Region. Responsible for a Call Center  of 100 travel consultants and 150 additional consultants spread around the different on-site offices.10 Team leaders report to this position.
			
Responsibilities:

•Define and implement the strategy for the Call Center. Correct technology & KPIs
•Ensure compliance of the Service Level Agreements signed with the customer. By 	conducting a team of 10 Team Leaders 
•Ensure the best team is assigned to each platform. Goals and Incentive plan definition
•Ensure a proper implementation of the new Joint Venture American Express Barcelo Business. Responsible to guarantee a smooth e during the integration process . 	
•Customer Care Responsible. Complaint management. 
•Daily , weekly and monthly follow up of KPIs
•Ensure a proper support for all areas involved in the business. Key contact for 	customers when required.
•Ensure European Policy and strategy compliance. 
•Ensure a training program in place.
•Ensure communication cascade appropriately

Especialidad en Turismo idiomas Inglés y Fancés