Contact Center processes specialist / Guest Relations Division
The Azerbaijan Tourism Board (ATB) promotes tourism in Azerbaijan across various fields including hospitality, tourism agencies, exhibitions, events, tourism products, regional destination development and guide associations. Our aim is to create a sustainable industry by constantly enhancing Azerbaijan’s tourism products. To achieve this, we need a strong team of people who share our values and want to make our country a spirited tourism destination that Azerbaijanis can be proud of.
Brief:
We are looking for a Contact Center processes specialist who will be responsible to define, document operational processes for Contact Center delivering service through various communication channels. The specialist will also be responsible for writing a knowledge base for contact center staff regarding service delivery standards, user guides, service and product-related information collected from relevant stakeholders. The Contact Center processes specialist will collaborate with service and product owners to keep processes and knowledge base content up to date. The specialist will work in coordination with line managers of the contact center and service points to ensure service quality excellence.
Duties:
- Define and document process and procedures in regard with contact center service delivery operations and standards
- Write the knowledge base on the base of collected service and product-related information from relevant stakeholders
- Collaborate with stakeholders to keep the knowledge base and operational processes updated
- Coordinate with line managers of contact center and service points to define their needs and requests for the knowledge base, process and procedures, training for operators necessary for service quality excellence
- Design and produce learning/guiding/training materials and conduct a training session for service operators concerning a new product and service to keep awareness
- Design and produce learning/guiding/training materials for contact center service operators
- Continuously develop processes and knowledge base to improve contact center service quality
Requirements:
- Minimum 2-year experience in Customer Services as Process development or Knowledge base management role.
- Experience in document preparation.
- Training skills necessary to conduct session for service operators
- Strong verbal and written communication skills in Azerbaijani, English, and Russian languages
- Analytical skills necessary to work with collected data, inputs, and approaches from stakeholders
- Excellent knowledge of computers: MS Office, presentation, process mapping
- Proficiency in web-based applications
Candidates are requested to send their CVs to job@tourismboard.az until 27.05.2021.
Please indicate the name of the position (Contact Center processes specialist) you are applying for in the subject line of the email. Please be advised that only shortlisted candidates will be contacted for the further stages of the recruitment process.