Job description

A day in the life of the Business Travel Contact Center Administrator may include:

• Meeting and exceeding customer expectations by managing customer service to agreed upon levels related to contact center (including but not limited to telephone, email and chat), productivity and by providing value added solutions and recommendations.
• Monitoring contact center metrics throughout the day to ensure agent teams are meeting established service levels; collaborating with Business Travel Operations leadership to remedy concerns and address daily needs.
• Monitoring all contact center interactions in queue (including calls, emails, and chats) and agent ready status; advising and taking action when interactions are in queue for an excessive length of time.
• Staying abreast of news and weather to evaluate the relevance and possible impact on contact center volumes and overall service operations; enacting Fox's Emergency Service Plan (ESP) as appropriate.
• Managing Business Travel Operation agent scheduling to maintain optimum staffing schedule and monitoring shifts to ensure proper staffing coverage; approving or denying planned time off requests based on forecasted staffing level requirements.
• Managing back up team deployment, on-call associates and overflows as needed to achieve contact center service levels.
• Developing, tracking, and managing contact center key impact metrics; identifying trends and implementing strategic plans when key impact metrics require improvement.
• Measuring, analyzing and benchmarking agent productivity; making recommendations for improvement as required to leadership.
• Providing continuous process improvements that lead to increased productivity and increased efficiency within the team and/or department, including systems application, new technology and procedure recommendations.
• Maintaining a high level of availability and responsiveness to Business Travel Operation’s needs by providing the primary leadership role with any support needed for contact center operations.
• Assisting the Business Travel Operations leadership in coordinating, directing, and planning everyday business operations to ensure optimum productivity and efficiency.
• Participating in Business Travel Operations leadership meetings and involving leaders in scheduling decisions and staffing expectations to achieve stated service levels.
• Updating knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.
• In collaboration with technology teams, serve as a technology system co-owner by leading the product strategy and application of technology systems impacting contact center operations.
• Positively supporting and using new technology that has been rolled out to associates and continuing to use these processes to provide support and become the subject matter expert.
• Maintaining a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect.
• Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

You’ll love this job if you:

• Have personal effectiveness/credibility
• Have organizational and planning skills
• Have strong conflict management skills
• Are customer-focused and service-oriented
• Have communication proficiency – verbal and written; appropriate use of grammar
• Have information gathering and monitoring skills
• Have problem analysis and problems solving skills
• Are highly adaptive, have change management and coaching skills
• Have sound judgment and decision-making ability
• Have attention to detail and accuracy
• Can comfortably deal with highly complex situations
• Are flexible: have the ability to work efficiently and effectively with frequent interruptions

This opportunity might be for you if you have:

• Some post-secondary education in Business Administration, Management, or related field (preferred)
• At least 3 years contact center and/or workforce management experience
• Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a fast-paced and changing work environment
• Strong knowledge of contact center technologies, structure, and workforce management principles
• Strong knowledge and demonstrated proficiency of all Microsoft Office Applications
• Ability to work effectively in a team environment
• Ability to gather and analyze statistical data, generate reports, and to plan, coordinate and administer complex administrative systems and processes, strong analytical skills
• Collaborative and influential qualities
• Ability to work flexible hours
• Ability to communicate with confidence and create a credible impression
• Effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly
• Ability to develop strong trusting relationships to gain support and achieve results
• Self-motivation; can demonstrate initiative with a strong commitment to personal goals, objectives, and work ethic

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Dollars to help you explore the world, remote work, a full benefit package including medical, dental, vision, disability, company sponsored life insurance, tuition reimbursement, 401k contributions, end of year perks, and a fully engaged leadership team dedicated to treating associates like part of the family!
If you share in our passion for teamwork, our vision to have culture, engagement, and innovation at the heart of all our initiatives, we want you to come soar with Fox World Travel! If you fit the description AND meet the qualifications, please don’t hesitate to apply online at www.foxworldtravel.com/careers.
Work hard, play hard and travel often with the Fox World Travel Team today!
Fox World Travel is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all associates to work.

Job Type: Full-time

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