Operations Manager

3 weeks ago


Raleigh, North Carolina, United States On Location Inc. Full time
Job Title: Operations Manager - FIFA World Cup Guest Services

Company Overview: On Location Inc. is a global leader in premium experiential hospitality, delivering ticketing, curated guest experiences, live event production, and travel management across various sectors, including sports, entertainment, fashion, and culture. Our company offers unparalleled access to marquee events such as the Olympic and Paralympic Games, Super Bowl, NCAA Final Four, and the FIFA World Cup, among others. As an official partner and/or service provider to over 150 iconic rights holders, including the IOC, FIFA, NFL, NCAA, UFC, and PGA of America, On Location Inc. is committed to creating unforgettable experiences. We are a subsidiary of Endeavor, a global entertainment, sports, and content company.

Role Overview: As the Operations Manager for the FIFA World Cup, you will play a pivotal role in ensuring the seamless execution of our guest services. You'll work closely with our third-party Business Process Outsourcer (BPO) and collaborate with FIFA to uphold the highest standards of service excellence. Your responsibilities will encompass everything from managing day-to-day operations to establishing quality assurance standards, ensuring that every guest interaction reflects our commitment to exceptional service.

Key Responsibilities:
  • Develop and implement policies that align with both FIFA World Cup and On Location Inc. standards.
  • Oversee the day-to-day operations managed by our third-party call center BPO, ensuring they meet KPIs and maintain order accuracy.
  • Collaborate with internal QA teams and FIFA to establish and uphold rigorous quality assurance standards.
  • Act as the primary escalation point for the BPO, addressing any guest concerns and providing direct support as needed.
  • Manage the content, accuracy, and consistency of the Guest Service information knowledgebase.
  • Work with the Director of Guest Services to create an environment that motivates BPO employees to deliver exceptional guest experiences.
  • Collaborate with leadership and the Quality and Training teams to achieve service quality KPIs and provide coaching to customer service team members.
  • Coordinate with other departments to resolve customer/guest issues efficiently.
  • Generate call forecasts and schedules to ensure optimal service delivery.
  • Cross-department collaboration to deliver a seamless guest experience.
Qualifications:
  • Bachelor's degree in business, hospitality, or a related field, or equivalent work experience. A minimum of 5 years in a call center or customer service environment, with a solid understanding of BPO operations.
Skills & Abilities:
  • Strong commitment to delivering exceptional guest services for the FIFA World Cup.
  • Professional communication skills, both verbal and written.
  • Ability to resolve guest service issues with sound judgment.
  • Proficiency in using or quickly learning relevant tools and technology.
  • Adaptability and flexibility in a fast-paced, changing environment.
  • Strong interpersonal and team collaboration skills.
  • Excellent organizational and project management abilities.
  • Analytical mindset with a focus on improving service quality.
  • Experience in the travel or hospitality industry is preferred.
Travel Requirements: Must be willing to travel internationally and work extended hours during nights, weekends, and holidays. A valid passport is required.
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