Here at Booking.com we work at scale, yet we never lose sight of what makes us personal. From the volumes we work with, to the changes we handle every day, through the daily interactions our teams have with each other; it all has a direct impact on our customers and our ability to grow. For this reason, we need experienced Customer Service Managers who are looking for the next step in their career to join one of our growing offices in Amsterdam.
We have a fantastic opportunity for you to be involved in the growth and development of an expanding contact centre with a strong focus on people development, motivation, leadership as well as the recruitment and training of new staff and the implementation of new procedures and systems.
In this role you will empower, support and enable the team leaders to bring maximum value to customers and partners. You will be responsible for managing and coordinating the daily operations of Customer Service teams in collaboration with a group of peers .
This role is ideal for an enthusiastic, international Customer Services Manager with substantial team management experience in a contact centre environment, who is passionate about providing the best possible levels of customer services and has experience with motivating and driving performance improvements within the team.
Roles & Responsibilities:
- Ensure the team and the site reaches its targets by utilising business tools and effective leadership of team leaders.
- Create, foster and promote a safe, open & engaging office environment where regular and constructive feedback is encouraged
- Coach and develop team leaders to ensure teams achieve quality and productivity results leading to optimal customer experience
- Handle periods of change effectively by leading teams through change by displaying motivating and encouraging behaviours
- Handle and oversee the management of site operational issues and find effective solutions as appropriate
- Collaboration with the recruitment team in the recruitment process as necessary
- Support onboarding of new team leaders
- Be a voice for continuous improvement providing feedback on opportunities and proactively share best practices
- Be responsible for building and supporting constructive working relationships with stakeholders and their specific requirements as necessary to improve performance
- Drive and support initiatives to encourage staff engagement
Skills Required:
- People management skills, including experience of managing large teams (150+) through layers
- Extensive in-house contact centre management experience;
- Flexibility, able to work various shifts if required,
- Leadership flair with the skill to motivate others to perform and exceed expectations;
- Professional, proactive, positive and with a “can-do” attitude
- Analytic skills and ability to understand and draw conclusions from data.
- Extensive Coaching and Training skills
- Ability to inspire large groups of people
- Stakeholder management
- Demonstrate CS initiative leading to ESAT, CSAT or cost efficiencies
- University educational level or equivalent further education;
You are you, We are Booking!
Booking.com Customer Service Centre (Netherlands BV) is one of Booking.com BV’s support companies in the Netherlands. Booking.com BV is the company behind Booking.com™, headquartered in Amsterdam. The group has over 160 offices worldwide. Our culture is built around good ideas and a collaborative environment. We all share the responsibility to make our company even better. We believe that every employee can add their own unique value to the company, just by being you. We invite you to make your own mark on the company. Together we can set off on an exciting journey.
Pre-Employment Screening:
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
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