[Hiring] Senior Manager, CSS Contact Center Solutions @BCD

Role Description

As a trusted advisor in Contact Center Solutions, this position plays an integral role in achieving the business objectives in support of BCD’s global contact centers. With a keen focus on the consultant and customer experience, this position will lead in the business development, thought leadership, and delivery of organizational strategy and design offerings specific to contact center management.

• Conduct market research and competitive analysis to understand customer needs and market trends.
• Maintain internal product, standards, and governance documents to the highest level of accuracy and relevance.
• Develop partnerships with key stakeholders throughout the company to more effectively understand business requirements, gauge process effectiveness, and develop customer-driven solutions.
• Manage product roadmaps and releases.
• Review escalated help tickets for project assessment and engage appropriate parties.

Qualifications

• Prior experience in contact center management or experience with contact center technologies, products, and/or services.
• Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions.
• Intermediate or higher Excel skills.
• Subject matter expertise in contact center principles including configuration, telephony routing, and contact center data requirements.
• Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all levels.

Benefits

• Flexible working hours and work-from-home or remote opportunities.
• Opportunities to grow your skillset and career.
• Generous vacation days so you can rest and recharge.
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools.
• Travel industry professional perks and discounts.
• An inclusive work environment where diversity is celebrated.

Company Description

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings, and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales.

• For more information, visit www.bcdtravel.com .
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