Houston Chatham-Wright Email & Phone Number

Bend, OR, US

United States

Bend, Oregon, United States

Bellevue, Washington

• Responsible for developing, implementing and maintaining incident management processes for the Global Customer Command Center.
• Manages daily performance of the global operations center ensuring quality and efficiency for all incidents identified or reported worldwide.
• Responsible for hiring of new staff, reviews, performance improvement plans, development and terminations as required.
• Compile and present executive level analysis detailing key performance metrics and business recommendations
• Facilitate ongoing communication within the department related to new technology, products, and procedures to achieve service delivery goals and/or objectives.
• Responsible for the oversight of high priority service disruptions, updates and tracking to technical and business leaders and user community.

Bellevue, Washington

• Ensure high quality releases are deployed to our contact centers that meet quality gate expectations for scalability, reliability, performance, and security
• Build and maintain strong stakeholder relationship and communications across a global business team
• Own the assurance of contact center readiness as it relates to agent technology enhancements and/or Expedia, Inc. Customer Operations initiatives
• Partner with Project Managers, Learning & Development, Agent Knowledge Base and Service Delivery Management to review of project proposals to determine Contact Center support implementation requirements
• Participate in agent technology & GCO project planning efforts to determine Service Delivery requirements, staffing needs, scheduling, identify risks and issues, contingency planning and measurements of success.
• Provide the Service Delivery organization with resources in order to provide transparency into all agent impacting projects

Bellevue, Washington

• Alignment with other Agent Desktop tools and processes to optimize how Agent Communicator and SynApps fits into the call center and agent workflow
• Monthly product review of health, adoption, and perception of the application
• Manage overall project tasks and deliverables for the Agent Communicator / Configuration & Data Management work stream
• Manage day-to-day operational aspects of a project and scope as well as provide project/program status updates
• Author functional designs including mock-ups of the Agent Communicator UI
• Create and manage implementation work and project plans

• Align and prioritize business requirements across project stakeholders & the different LOBs
• Provide leadership and on-call support to resolve day to day routing & operational issues.
• Interface with internal technical teams and vendors to ensure requirements are clear and builds are on schedule
• Perform risk analysis and develop risk mitigation plans when deploying changes to the telephony environment
• Manage business partner and vendor relationships through regular meetings, status updates and provide guidance on change requests ensuing business requirements are met.
• Analyze available network and platform data and recommend changes that maximize the customer experience, self-service rates, and increase delivery to appropriate agent

• Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence
• Communicates performance trends and areas of concern to management and help implement corrective actions plans as needed
• Engage with contact centers/vendor contacts to understand reason for performance impacts
• Take action to mitigate various impacts to performance metrics per documented processes
• Monitor intra-day scheduling forecast compared to actual volumes and recommend necessary adjustments to stakeholders as required
• Recognize and initiate escalation for all system disruptions or outages including network, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines

• Display confidence in communicating with senior leadership or any audience to ensure constructive delivery of material
• Log and track events that affect call volume to provide historical data for forecasting.
• Consistently show mastery of data and facts; draw comprehensive conclusions and a resource for the team and other analysts to help with any analysis they are performing.
• Perform crisis management for site threats, site system/phone outages, site closures due to weather and other emergencies.
• Step up as a leader during real-time crisis management; able to quarterback the team through real-time impacts
• Monitor Service Desk and Resource Planning communication bridges to keep abreast of all issues impacting NRP.