The Opportunity
Hyatt Hotels Corporation seeks an enthusiastic Omnichannel Contact Center Senior Managerto join our Operations department where you’ll join a team of professionals who love what they do. In this role, you will be collaborating closely with the operations teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You’ll be part of a team that is passionate about diversity, equity, and inclusion, is committed to nurturing curiosity and new skills, and building connections across the organization with stakeholders, colleagues, and guests.
Who We Are
At Hyatt, we believe in the power of belonging and cultivating a culture of care where our colleague’s become family. Since 1957, our colleagues and our guests have served as the heart of our business and made Hyatt one of the best hospitality brands in the world, with more than 1,500 hotel, all-inclusive, and wellness resort properties in 70 countries across six continents.
We turn trips into journeys, encounters into experiences and jobs into careers. As we continue to grow—we never lose sight of what’s most important: People.
Why Now?
We are in a time of extraordinary transformation. Passion for personal travel combined with the explosive growth of global business has underpinned our growth for years. Hyatt is at the epicenter of the evolution of travel—and we are looking for passionate changemakers to be a part of our journey. At the heart of Hyatt is our shared belief that hospitality is more than just a job—it’s a career for people that care.
How We Care for Our People
Wellbeing is the ultimate realization of our purpose — we care for people so they can be their best. We believe this focus on our colleagues is the key to our success and we’ve earned a place on Fortune’s prestigious “100 Best Companies to Work For®” for the last nine years.
We’re proud to offer exceptional corporate benefits which include:
Paid Time Off, Medical, and other benefits
.
Who You Are
As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect and Wellbeing. You enjoy working with a close fun team, are results driven, and want a variety of opportunities to develop personally and professionally.
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The Role
Responsibilities include delivering a friendly, professional, and consistently high-level customer experience 24 hours a day, 7 days a week through a variety of customer contact channels including phone, email, web/live chat, video, social media, and written correspondence for all geographical regions.
Key Responsibilities Include:
Plan and implement the overall Customer Contact Center strategy for sales and customer service for all geographical regions.
Lead contact center projects and participate in projects that impact the Customer Contact Center. (e.g., CRM projects).
Work with HR and recruitment to drive the selection of the best candidates for vacant supervisor and agent positions.
Lead, develop, and coach the contact center team members to improve performance and plan succession.
Set and monitor performance targets; analyze data to increase effectiveness and efficiency.
Ensure service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality service delivery.
Prepare reports on performance targets, SLA’s and KPI’s.
Liaise with operations, outside sales, and all other departments to gather information in order to identify and resolve issues.
Ensure all customer issues are resolved optimally and personally manage individual incidents when escalated.
Present monthly and annual omnichannel contact center action plans and objectives.
Administer and implement the company emergency response plan as and when necessary (hurricane, fire, flooding, volcano, etc.)
Demonstrate a commitment to Hyatt core values.
The Opportunity
Hyatt Hotels Corporation seeks an enthusiastic Omnichannel Contact Center Senior Managerto join our Operations department where you’ll join a team of professionals who love what they do. In this role, you will be collaborating closely with the operations teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You’ll be part of a team that is passionate about diversity, equity, and inclusion, is committed to nurturing curiosity and new skills, and building connections across the organization with stakeholders, colleagues, and guests.
Who We Are
At Hyatt, we believe in the power of belonging and cultivating a culture of care where our colleague’s become family. Since 1957, our colleagues and our guests have served as the heart of our business and made Hyatt one of the best hospitality brands in the world, with more than 1,500 hotel, all-inclusive, and wellness resort properties in 70 countries across six continents.
We turn trips into journeys, encounters into experiences and jobs into careers. As we continue to grow—we never lose sight of what’s most important: People.
Why Now?
We are in a time of extraordinary transformation. Passion for personal travel combined with the explosive growth of global business has underpinned our growth for years. Hyatt is at the epicenter of the evolution of travel—and we are looking for passionate changemakers to be a part of our journey. At the heart of Hyatt is our shared belief that hospitality is more than just a job—it’s a career for people that care.
How We Care for Our People
Wellbeing is the ultimate realization of our purpose — we care for people so they can be their best. We believe this focus on our colleagues is the key to our success and we’ve earned a place on Fortune’s prestigious “100 Best Companies to Work For®” for the last nine years.
We’re proud to offer exceptional corporate benefits which include:
Paid Time Off, Medical, and other benefits
.
Who You Are
As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect and Wellbeing. You enjoy working with a close fun team, are results driven, and want a variety of opportunities to develop personally and professionally.
---
The Role
Responsibilities include delivering a friendly, professional, and consistently high-level customer experience 24 hours a day, 7 days a week through a variety of customer contact channels including phone, email, web/live chat, video, social media, and written correspondence for all geographical regions.
Key Responsibilities Include:
Plan and implement the overall Customer Contact Center strategy for sales and customer service for all geographical regions.
Lead contact center projects and participate in projects that impact the Customer Contact Center. (e.g., CRM projects).
Work with HR and recruitment to drive the selection of the best candidates for vacant supervisor and agent positions.
Lead, develop, and coach the contact center team members to improve performance and plan succession.
Set and monitor performance targets; analyze data to increase effectiveness and efficiency.
Ensure service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality service delivery.
Prepare reports on performance targets, SLA’s and KPI’s.
Liaise with operations, outside sales, and all other departments to gather information in order to identify and resolve issues.
Ensure all customer issues are resolved optimally and personally manage individual incidents when escalated.
Present monthly and annual omnichannel contact center action plans and objectives.
Administer and implement the company emergency response plan as and when necessary (hurricane, fire, flooding, volcano, etc.)
Demonstrate a commitment to Hyatt core values.
Experience Required:
Bachelor’s degree in related subject.
Minimum of 2 years of omnichannel experience or related role.
Expert knowledge of omnichannel strategy, emerging technologies, and CRM usage.
Expert analytical skills, including a demonstrated ability to use data to drive insights leading to business recommendations.
Proficient knowledge of Windows-based computers and Microsoft Office programs; specifically, Excel, Power BI, Outlook, PowerPoint, and Word.
Proficient ability to communicate effectively with others using spoken and written English and Spanish (bilingual).
Leadership. Motivate and lead Team Leaders and agents as well as delegate work tasks and give feedback.
Ability to empathize with customers, listen and respond with professionalism and compassion.
Ability to remain calm under pressure and to navigate emotionally charged conversations skillfully.
Effective communication with colleagues and other key stakeholders.
Expert ability to provide and respond favorably to feedback.
Committed to a customer centric culture.
Drives Results.
Business Insight.
Strategic Mindset.
Experience Preferred:
Knowledge and experience of DMC Operations.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
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Reality Check:
Research shows that women, people of color and others who belong to historically - excluded groups tend to apply to jobs, only if they met all of the job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.
Experience Required:
Bachelor’s degree in related subject.
Minimum of 2 years of omnichannel experience or related role.
Expert knowledge of omnichannel strategy, emerging technologies, and CRM usage.
Expert analytical skills, including a demonstrated ability to use data to drive insights leading to business recommendations.
Proficient knowledge of Windows-based computers and Microsoft Office programs; specifically, Excel, Power BI, Outlook, PowerPoint, and Word.
Proficient ability to communicate effectively with others using spoken and written English and Spanish (bilingual).
Leadership. Motivate and lead Team Leaders and agents as well as delegate work tasks and give feedback.
Ability to empathize with customers, listen and respond with professionalism and compassion.
Ability to remain calm under pressure and to navigate emotionally charged conversations skillfully.
Effective communication with colleagues and other key stakeholders.
Expert ability to provide and respond favorably to feedback.
Committed to a customer centric culture.
Drives Results.
Business Insight.
Strategic Mindset.
Experience Preferred:
Knowledge and experience of DMC Operations.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
---
Reality Check:
Research shows that women, people of color and others who belong to historically - excluded groups tend to apply to jobs, only if they met all of the job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.