CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.
Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.
In the Traveler Experience organization, we provide more than just a booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company and we will get there by moving forward together.
Position Overview
Traveler Experience (TX) is seeking aManager, Traveler Experience (US Embassy)
The Contact Center and Client Manager are responsible for ensuring quality, productivity, and the achievement of all company targets within the contact center. This role is dedicated to managing the relationship with a specific client, the US Embassy, ensuring their needs are met with the highest standards of service.
Position Description
Together with other activities in which you will be involved as part of the TX Operations Team, your main responsibilities are:
o Team Management: Supervise, train, and mentor customer service representatives to ensure they meet performance standards.
o Operational Oversight: Develop and implement procedures to enhance the efficiency and productivity of the contact center.
o Customer Interaction Analysis: Monitor and analyze customer interactions to identify areas for improvement and ensure high-quality service.
o Performance Evaluation: Conduct regular performance evaluations and provide feedback to team members.
o Escalation Support: Handle complex customer issues and escalations to ensure timely and satisfactory resolutions.
o Coordination with Other Departments: Work closely with other departments to ensure seamless service delivery and address any operational challenges.
o Compliance and Reporting: Ensure compliance with company policies, industry regulations, and legal requirements. Prepare and present performance reports to senior management.
#LI-Hybrid
Position Requirements
Experience Education:
· Experience
o University degree or equivalent experience
6 Years of experience in management positions and leading teams.
o Travel industry experience preferred
· Languages
o Advance English required
o Local market language native
· Knowledge, skills, and abilities (KSAs)
o Leadership; Passion; Caring ; Integrity
o Excellent verbal and written communication skills; strong business acumen.
Expert knowledge of customer service satisfaction requirementso Strong problem-solving skills
· Key Competencies:
o Client Focus: A strong commitment to understanding and meeting the needs of the US Embassy.
o Leadership: Ability to lead and motivate a team to achieve high performance.
o Adaptability: Flexibility to adapt to changing client needs and business demands.
o Attention to Detail: Keen eye for detail to ensure accuracy and quality in all aspects of the job.
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.
Position Requirements
Experience Education:
· Experience
o University degree or equivalent experience
6 Years of experience in management positions and leading teams.
o Travel industry experience preferred
· Languages
o Advance English required
o Local market language native
· Knowledge, skills, and abilities (KSAs)
o Leadership; Passion; Caring ; Integrity
o Excellent verbal and written communication skills; strong business acumen.
Expert knowledge of customer service satisfaction requirementso Strong problem-solving skills
· Key Competencies:
o Client Focus: A strong commitment to understanding and meeting the needs of the US Embassy.
o Leadership: Ability to lead and motivate a team to achieve high performance.
o Adaptability: Flexibility to adapt to changing client needs and business demands.
o Attention to Detail: Keen eye for detail to ensure accuracy and quality in all aspects of the job.
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.
CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.