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Bilingual Customer Service Supervisor
4 months ago
The Hyatt Shared Service Center provides accounting and customer service support for over 150 Hyatt Hotels in North America and Latin America. Hyatt associates work in an environment that demands exceptional performance, and provides great rewards- whether it's career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, we are ready for you
Hyatt is seeking an experienced Bilingual Customer Service Supervisor to lead and motivate a team of customer service professionals at the Shared Service Center. The purpose of this role is to lead Customer Service activities and further develop Spanish-language support capabilities within the Hyatt Shared Services Center in Moore, Oklahoma. The candidate will have a clear vision of the level of service that constitutes 'high quality' to ensure that the HSSC exceeds its defined service levels. This role will build and maintain strong relationships with HSSC associates, as well as internal and external customers at multiple levels.
Essential Functions:
- Effectively manage a team of English and Spanish speaking Customer Service Agents who will handle all guest inquiries. Lead assigned colleagues to achieve performance standards for average speed of answer, request resolution times, quality of service, and other goals.
- Actively and consistently monitors guest interactions to ensure standards for care, professionalism, and appropriate solutions are met during guest interactions.
- Achieve Quality and Efficiency targets through coaching and motivation. Evaluate individual customer service agent and team performance via routine performance reviews, check-in conversations, and other methods as needed.
- Maintain a positive, employee focused environment.
- Assist Customer Service Agents to meet their quality and efficiency targets through coaching and mentoring.
- Create an environment of "continuous improvement" through innovative solutions to challenge customer service agents
- Efficiently respond to feedback and information requests from hotels. Handle escalated and/or complex guest requests as needed.
- Assist with various HSSC projects as needed and other efforts to optimize telephony and other technology platforms in order to provide efficient and cost-effective support for guest requests.
- Regular attendance is expected based on schedule and business needs. Assists with scheduling and enforcement of attendance policies to maximize service levels.
- Participation in employee events, onsite meetings, hotel visits and industry conferences is expected.
- Work well with others at a variety of levels within the organization. Work closely with Customer Service Manager to initiate recommendations for hiring, merit increases, probationary reviews, promotions, reviews, succession planning, and disciplinary action for assigned customer service colleagues.
- Partner with IT, operations, HR, and other teams to ensure assigned colleagues have all necessary tools and technology to provide exceptional service and support for all guest requests.
- Assist with new hire and ongoing training efforts. Participate in interviewing, onboarding activities, and other recruitment efforts, as needed.
- Collaborates with HSSC leadership and Latin America region hotels to develop improved support model and drive increased performance for all Spanish requests.
- Review and communicate routine and ad-hoc performance reporting to customer service colleagues, and other stakeholders.
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected bylaw .
Qualifications
Experience
- Knowledge of hotel operations a plus
- Minimum 3-5 years of Customer Service Leadership experience
- Demonstrated capability to communicate professionally and politely in English and Spanish
- Hands-on experience with hotel applications a plus
- Proven experience implementing or enhancing a customer service function
- Demonstrated ability to provide effective coaching, mentorship, and guidance to customer service colleagues
- Strong attention to detail and highly organized
- Very strong written and oral communication skills, including ability to deliver effective presentations to small groups online and in-person.
Education
- Bachelor's degree or equivalent work experience
Computer Skills Needed to Perform this Job
- Experience with MS Office Suite.
- Experience with Service Now and Opera a plus
