Senior Manager, CSS Contact Center Solutions

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Senior Manager, CSS Contact Center Solutions Remote

Full time - Remote-US, Canada, Netherlands, United Kingdom, Poland, Spain, Luxembourg, Denmark, Sweden, Italy, Ireland, Norway, Germany, France, Belgium, Switzerland & Costa Rica

As a trusted advisor in Contact Center Solutions this position plays an integral role in achieving the business objectives in support of BCD’s global contact centers.  With a keen focus on the consultant and customer experience, this position will Lead in the business development, thought leadership and delivery of organizational strategy and design offerings specific to contact center management.

Strategy and Vision

• Define the product vision, strategy, and roadmap for contact center solutions technologies products and / or services
• Identify and prioritize product requirements and features
• Conduct market research and competitive analysis to understand customer needs and market trends
• Support complex organizational strategy development and design activities to help support the successful realization of key business objectives
• Conduct root cause analysis to validate effectiveness and efficiency of contact center plans, strategies and technologies
• Support innovation by being a technology advocate that can impact customer business outcomes

Customer Advocacy

• Represent the customer perspective within the development process
• Gather and analyze user feedback to inform product decisions

Collaboration and Communication

• Work closely with internal and external design and marketing teams
• Collaborate with peers and leaders to develop processes, tools, and documentation that align to industry best practices in delivering CX applications
• Communicate contact center solutions strategy and roadmap to stakeholders
• Manage and / or participate in cross-functional teams through influence
• Maintain internal product, standards and governance documents to the highest level of accuracy and relevance

Product Lifecycle Management

• Oversee contact center technologies, products and / or services from ideation not launch and beyond
• Manage product roadmaps and releases.
• Identify and prioritize product requirements and features

As a Senior Manager, CSS Contact Center Solutions, you will

• Work with Operations to identify alternative solutions and associated pro’s and con’s and explains the requirements, deliverables, costs, and criticalities of the situation as appropriate
• Work with strategic partners within the organization to make the centers to enhance service delivery, drive efficiency, and leverage investments in technology
• Create standards and practices for best in class contact center management
• Contribute to account assessments and account strategy
• Maintain time tracking and other administrative requirements
• Partner with the internal CCS teams to identify new technologies to reduce costs, increase productivity and enhance customer satisfaction

About you

• Prior contact center management or experience with contact center technologies, products and / or services
• Subject matter expertise in contact center principles including configuration, telephony routing, contact center data requirements
• Knowledge in Automatic Call Distribution (ACD) technology and / or experience with WFM forecasting / scheduling software
• Excellent presentation and interpersonal skills, with the ability to lead a team of non-direct reports
• Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
• Intermediate or higher Excel skills

About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You’ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

At BCD Travel we value you, our culture and success is defined by you. We carefully consider a wide range of compensation factors, including your professional background and experience. The salary range for candidates in applicable jurisdictions in the US for the position of Senior Manager, CSS Contact Center Solutions is between $75,000 and $90,000. The actual pay depends on your skills, qualifications, experience and geographical location.

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.

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