Are you ready to lead contact center performance that elevates guest care, service quality, and commercial results?
This role is central to managing day-to-day contact center performance across our guest care operation. It ensures productivity, service delivery, revenue performance, and customer experience remain aligned with key operational targets.
Working closely with team leaders and agents, the role focuses on setting clear objectives, coaching performance, and driving consistent delivery across quality, service, and efficiency measures.
A core part of the role is optimizing staffing through forecasting, scheduling, real-time adherence, and workflow improvements. You will also identify automation and self-service opportunities that strengthen service levels and resource utilization.
The position calls for close collaboration with cross-functional teams to resolve complex guest issues and improve premium guest interactions. This includes using insight from feedback, surveys, and service trends to strengthen the end-to-end guest experience.
In addition, you will oversee reporting, analyze operational performance, and turn data into practical recommendations that improve processes, protect guest data, and reduce revenue leakage.
This is a high-impact leadership role where your operational insight and customer focus will directly shape service performance and the guest experience we deliver every day.
