Contact Centers Operations Coordinator - Jobs in Moncton, NB

Job Description

The primary focus of this role is to ensure we are achieving the best results in quality, sales, and customer satisfaction. You will have the ability to motivate and coach our external agents daily, as well as handling heightened customer concerns and needs worldwide.What is in it for you:The opportunity to work with our diverse team both in Moncton and in Paris, as well as our global community of coordinators, creating memories and connecting people and culturesOngoing training, learning, and continuously grow your expertise.Strong sense of belongingWhat you will be doing:Reporting to the Head of Contact Centers Operations based in Paris, France this position is responsible for:Handling escalated issues by following up with agents and/or customers to ensure guest satisfaction, retention, and timely responsesMonitor the quality of the cases handled by the reservation and customer care agents to drive resultsCoach, train, and conduct in person (or online) sessions, to improve agent’s performance, knowledge, and efficiencyImprove productivity and agent satisfaction by actively communicating with central teamsTrain agents on new processes to ensure consistencyMonitor and share results with central and operational teamsGather and share market intelligence roleYour experience and skills include:Hotel Management / Business school diploma or has hospitality work experience3 to 5 years of previous guest relation, audit or quality control experience requiredContact center and/or training experience a plusExcellent communication skills in French and English is required (written, spoken, read)Must demonstrate excellent customer service skillsAdditional languages a plusExcellent interpersonal relation skillsAnalyticalProblem-solving and decision-making skills, proactive and a strong team playerStrong leadershipAutonomousSales skillsExceptional organizational skills and the ability to meet tight deadlinesMust work well under pressure in a fast-paced environment, with an ability to prioritize while executing in a tactful mannerComputer proficient with an excellent knowledge, Microsoft Office and Internet browsersYour team and working environment:Job based in Moncton, New Brunswick, Canada with up to 50% travelMust be currently legally entitled to work full time in CanadaOur commitment to Diversity & Inclusion:We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.Why work for AccorWe are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.Every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESSDiscover the life that awaits you at Accor, visit https://careers.accor.com/Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS