Do you want to work in a fast-paced and exciting environment, where no two days are the same? We’re looking for a Contact Center Solutions Manager to join BCD

Implementation Manager -Contact Center Solutions

Full time (Virtual) based in the US, Canada, Latin America, Europe & APAC

In this role you will be responsible for providing project support, post-project data gathering, and field operation consulting for Contact Center technology initiatives. The Contact Center Solutions Manager will implement actions that will improve Contact Center technology performance, optimization, and return on investment.

Typical projects may include (but not limited to):

• Contact Center technology development, implementation, and post-project follow up
• Major process changes that impact Contact Center technology use
• New business implementations
• Unique client requirements design and consulting

A snapshot of this opportunity

• Prepare proposals, presentations, and cost benefit analysis for recommendations
• Create a testing plan that encompasses all data and/or process elements for all user requirements
• Enhance service delivery, drive efficiency, and leverage investments in technology by collaborating with strategic partners within the organization
• Partner with Human Resource department to develop consistent and effective employee processes (e.i., attendance, breaks, etc.)
• Connect with ancillary groups (CCS teams, telecom, etc.) to ensure resource alignment and appropriate support is available
• Stay informed on industry trends and their potential impact on the organization
• Ensure follow through for successful product deployment, project execution, and quality
• Maintain time tracking and other administrative requirements

How you can set yourself apart

• You have relevant experience of contact center management and using contact center tools
• Strong knowledge in contact center principles including staffing configuration, telephony routing, and contact center data requirements
• You have a Six Sigma/DMAIC project management, Contact Center Management, or PMP Certification
• Travel Industry experience
• Able to apply technology as an enabler to process improvement

What we offer you

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

About us

BCD Travel helps companies make the most of what they spend on travel. We give travelers innovative tools that keep them safe and productive and help them make good choices on the road. We partner with travel and procurement leaders to simplify the complexities of business travel, drive savings and satisfaction, and move whole companies toward their goals. In short, we help our clients travel smart and achieve more. We make this happen in 109 countries with a global client retention rate of 98%, the highest in the industry. For more information, visit www.bcdtravel.com.

Interested?

Create your profile and upload your resume/cover letter via our website. Feel free to reach out to us with any questions via careers@bcdtravel.com. Note: send your application via the website only.

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• Note: We’ll give preference to internal and/or furloughed employees.

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