Manager, Customer Service Operations

Customer advocacy is at the heart of Customer Service. Hopper’s Customer Service teams endeavor to automate, in order to allow customers to help themselves whenever possible and provide both users and agents with a delightful, seamless experience. The B2B CS Operations Manager will have an integral role in driving customer happiness and reducing Hopper’s cost to serve customers. They will be the voice of Hopper within the 3rd party call center. The B2B Operations Manager will be responsible for providing guidance and oversight. They will focus on the vendor’s success by assisting with (but are limited to) workflows, KPIs, gap analysis, and regulatory compliance. The successful candidate will be the voice of the US Call Centre Operations working alongside the Philippines’ Service Delivery Team.

Minimum Qualifications

• Has a strong understanding of call centers, call center structures, and call center agent behaviors
• Has a high level of understanding, patience, and empathy; but overall, exceptional attention to detail.
• Has worked for or managed a team in a BPO environment.
• Experience in the travel industry and banking industries.
• Experience with Sabre (or other GDS)Develop audit operational plans, schedule, and conduct audits, and present audit reports.
• Is committed to continuous growth and learning.
• They understand that every challenge is an opportunity and they get excited about learning new things.
• Proven track record of driving CSAT/NPS in a call center environment.

Preferred qualifications

• Familiar with Amplitude
• Experience with BPOs

Responsibilities

• Provide guidance and oversight to a third-party call center
• Serve as the key knowledge resource representing the US call center to internal and external stakeholders, with a strong understanding of all key performance metrics and their associated drivers
• Work with the training and quality departments to create an environment of continuous learning
• Possesses experience in service-level metrics development and analysis
• An excellent communicator and the ability to synthesize information, identify trends, and develop an action plan to address issues
• Manage all regulatory requirements as set out by Hopper’s B2B client (Banking)
• Monitoring productivity and assisting the BPO in motivating the team to reach daily, weekly, and monthly goals
• Be a point of escalation for the BPO and internal stakeholders for the US call center operations
• Assist BPO Human Resources to interview and select employees for the call center
• Assists with strategic planning as it pertains to operations and achievement of results
• Maintains an excellent working knowledge of the entire operation, as well as developing projects