Customer Contact Leader - Cape Town at Belmond Mount Nelson Hotel

Job Details

As the Contact Centre Leader, you will act as a support to the Director of Customer Contact, NEAA & SE and will ensure that the local central reservations team provides a highly efficient service to every customer who contacts Belmond for travel advice and reservations. If you’re looking to develop your skills and be part of the future of luxury, this is your moment!

• Through effective coaching, mentoring, development and quality management, the Leader will set objectives to develop and motivate the centre to achieve and exceed expectations.
• Focus on achieving objectives and targets, addressing performance challenges in a timely way, and ensuring that process & quality standards are adhered to, including LQA and other QC requirements. Using data to analyse performance against targets, KPIs and SLAs and above all ensuring that customer exceptional service delivery is at the heart of everything the Customer Contact Centre does.
• Managing and leading the travel advisors & service excellence teams in understanding and delivering business objectives, processes and policies. (Conduct and capability).
• Provide robust leadership, such as motivation techniques, performance management, quality improvement measures, and develop initiatives to ensure that the team meets and exceeds targets and expectations.
• Conduct regular 1:1’s, training sessions, coaching and development activities, as demonstrated through an improvement of dashboard metrics.
• Responsible for end to end customer escalations.
• Contribute & deliver personal objectives as agreed in RISE.
• Cultivate and deliver KPIs and measures to ensure performance is delivered in line with customer and business expectations - includes SLAs and conversion.
• Be responsible for Centre engagement by running daily team engagement sessions, team meetings and incentives within the contact centre. This will be reflected through the People Engagement Survey.
• Working in tune with The Director of Customer Contact EMEA & APAC and the Director of Customer Contact Support in delivery of their objectives.
• Being responsible for the centre when no available senior managers are on shift i.e. duty rotation for weekends, covering holidays, absence etc.
• Responsible for coaching behaviours which do not comply with our internal policies and procedures.
• Driving improvements in performance through a comprehensive understanding of data.
• Commencing a Development Plan once all other avenues have been exhausted for performance delivery.
• Reporting system bugs and issues to the relevant teams with supporting evidence.
• Using LQA model as a structure, ensure all customer facing teams deliver and exceed the set standard - this will be delivered through coaching and 1-1’s.

Requirements

• Previous experience in Reservations or Sales management role.
• Demonstrable management experience in a similar role is required.
• Proven experience of leading high-level delivery of customer service excellence.
• Good communication skills, written and verbal, with the ability to operate at all levels within theorganization.
• Available to work shifts.