Customer Service Operations Manager
2 weeks ago
About the Role
We are seeking a highly skilled Customer Service Operations Manager to join our team at Hopper. As a key member of our B2B CS Operations team, you will play a critical role in driving customer happiness and reducing our cost to serve customers.
Key Responsibilities
- Provide guidance and oversight to a third-party call center to ensure seamless customer service delivery.
- Develop and implement strategies to drive customer satisfaction and loyalty.
- Serve as the key knowledge resource representing the Front Line Agents to internal and external stakeholders, with a strong understanding of all key performance metrics and their associated drivers.
- Work closely with the training and quality departments to create an environment of continuous learning and improvement.
- Manage all regulatory requirements as set out by Hopper.
- Monitor productivity and assist the BPO in motivating the team to reach daily, weekly, and monthly goals.
- Be a point of escalation for the BPO and internal stakeholders for the Front Line Agent operations.
- Assist with tactical planning as it pertains to operations and achievement of results.
About Hopper
Hopper is a leading travel platform that powers our mobile app, website, and B2B business, HTS (Hopper Technology Solutions). We leverage massive amounts of data and advanced machine learning algorithms to bring transparency, flexibility, and savings to travelers globally.
Our platform serves hundreds of millions of travelers globally and continues to capture market share around the world. We are ranked the third-largest online travel agency in North America, with over 120 million app downloads and a strong presence among Gen Z and millennials.
We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world. We are committed to continuous growth and innovation, and we're excited to have you join our team.
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