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Contact Center Trainee

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Radisson Hotel Group

Sep 10

  • Internship
    Full-time
    Off-cycle Internship
  • Customer Relations
  • Madrid

AI generated summary

  • You must be enrolled in a school/university program, eligible to sign an internship agreement, and fluent in English.
  • You will update hotel information, onboard properties, ensure data quality, report results, provide feedback, enhance call routing, resolve technical issues, and support operational activities.

Requirements

  • Being enrolled in a school/university program
  • Being eligible to sign an internship agreement with a school/university
  • Fluency in English

Responsibilities

  • Review and update individual hotel information, in direct partnership with the hotels, to ensure that hotel information is accurate, up to date, and best representing hotel details to the contact centre agents. Identify gaps or incorrect hotel information and adjust accordingly.
  • Onboard new properties in partnership with CC team, and regularly engage with properties already at the Contact Center as a point of support, to ensure EMMA data quality, and to report out on progress.
  • Work closely with CC BI analysts to ensure accurate KPIs goals.
  • Ensures accurate and timely reporting of results to hotels migrated to the CC.
  • Provides feedback from hotels to Quality and Training Specialist to ensure proper training and coaching of agents.
  • Ensures customer feedback shared through the hotels are addressed appropriately through our customer care channels.
  • Reviews IVR activity and disposition reporting and makes recommendations to improve call qualifying and routing of calls.
  • Engage telecom team and Ops Director to quickly resolve any technical issues impacting call routing or call quality.
  • Support operational activities to drive contact centre KPI’s including service level achievement, conversion, ADR, and quality.
  • Performs administrative duties to assist management with daily operations (IGT agents TMS users, InContact accounts).

FAQs

What is the main responsibility of a Contact Center Trainee?

The main responsibility is to support the Contact Center team in operations optimization, which includes auditing and updating hotel information, reporting on program performance, and ensuring data quality.

Is this position suitable for students?

Yes, candidates must be enrolled in a school or university program and eligible to sign an internship agreement.

What are the requirements for applying to the Contact Center Trainee position?

You need to be enrolled in a school or university program, be eligible to sign an internship agreement, and have fluency in English.

Will I receive training in this role?

Yes, the role involves working closely with the Quality and Training Specialist to ensure proper training and coaching for agents.

Is fluency in any other languages required for this position?

The only language requirement mentioned is fluency in English.

What types of administrative duties will I perform?

You will assist management with daily operations, which includes managing IGT agent TMS users and InContact accounts.

Will I be working with other departments?

Yes, you will engage with various teams, including contact center operations, IGT ops, BI analysts, and the telecom team.

What key performance indicators (KPIs) will I help support?

You will help drive KPIs such as service level achievement, conversion rate, average daily rate (ADR), and quality metrics.

How will I contribute to improving hotel information accuracy?

You will review and update hotel information by collaborating directly with the hotels to identify and correct any gaps or inaccuracies.

Are there opportunities for advancement in this role?

While the job description does not specify advancement opportunities, gaining experience in this role can provide valuable skills and knowledge for future career growth within the company.

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Radisson Hotel Group

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

Radisson Hotels is a global hospitality company that operates a portfolio of hotel brands ranging from luxury to economy, providing accommodations, dining, and event facilities to travellers worldwide. With hotels in key locations, they cater to both business and leisure guests, offering services and amenities designed for comfort, convenience, and memorable experiences. Radisson Hotels' ultimate mission is to deliver exceptional hospitality by creating positive, personalised experiences for every guest. Their purpose is to be a trusted and preferred hotel brand by consistently providing high-quality service and comfort across their global properties, enhancing guest satisfaction and loyalty.