Call Center Manager

| Chicago, IL, USA | Remote
Employer Provided Salary: $70,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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About the Role

Rocket Travel is looking for a Call Center Manager to join our Operations Team. This role will manage a small team that is responsible for troubleshooting customer and agent reported issues. If necessary, these issues will be escalated to the appropriate teams for further investigation and resolution.  Requires working closely with APAC based system engineers and developers in a multicultural environment.

Rocket Travel is a place where you:

  • Work with teammates across the globe who have a passion for finding solutions backed by data and strategy. 
  • Take moonshots by going above and beyond to hit and exceed our goals as a team.
  • Rise together by working collectively to elevate ourselves, supporting one another and catching each other when we fall. 
  • Own decisions and take action that can be implemented in a matter of days (or hours).
  • Get inspired and encouraged by vacationing faster, with an annual vacation stipend.
  • Receive a competitive compensation package, including bonus, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance.
    • Total Compensation is based on experience - Salary: The starting point for this role is $70,000 Bonus: up to 19%
  • Can have a flexible work schedule. We have great offices in Chicago’s West Loop and in NYC’s Empire State building, we have a hybrid team, and a flexible work environment
  • Share your passion for travel with equally adventurous and spontaneous teammates. 
  • Work within Booking Holdings (NASDAQ: BKNG) group of companies to create travel solutions that build customer loyalty through customized value propositions for partners around the world 

As a Call Center Manager at Rocket Travel, you will: 

  • Manage global telephone numbers including procuring and following local laws and regulations for telecommunications operations across the globe.
  • Be an advocate for the Customer Service team.  Use data analytics to drive action on simultaneous projects 
  • Align with internal and external stakeholders on partners’ business goals and operational challenges to ensure servicing can support said goals. 
  • Steer stakeholders to focus on work that will have the biggest positive impact for Operations team and customers. 
  • Lead testing efforts for all call center technology  IVR, proprietary CRM  & other tools to ensure functionality for B2B2C operations
  • Work closely with the APAC test team demonstrating accountability  for issue resolution and response times.
  • Manage your own & other’s deadlines across projects. There will be short turnarounds for some projects, and longer engagements for others. You know how to manage your time and balance both.
  • Provide thoughtful insights.   We love our data!  You can highlight valuable information and identify trends and establish priorities
  • Create documentation & SOP to ensure business continuity.
  • Learn and become an expert for our Genesys on-Premises solution,  and prepare for future migration to cloud solution.
  • Be scrappy. We’re a small team and often wear many hats. Some projects may not be completely defined. This individual will take a resourceful approach to what’s needed and drive results.


About you:

    • You’re Curious – you are always the person that knows how everything works
    • You have knowledge and familiarity with IVR tools, both On Premises Genesys and Cloud preferred.
    • Knowledgeable about API integrations
    • Strong ability to memorize  policy and procedures to ensure others compliance.
    • Recognizes problems, constructively identifies and articulates solutions. 
    • Ability to take large sets of data and synthesize to create actionable insights
    • Adept at preparing communication decks with supporting data.
    • Capable of navigating complex issues in a dynamic environment
    • Ability to manage multiple tasks and projects simultaneously, prioritize time effectively.
    • Makes decisions appropriate for level of responsibility.
    • Excellent verbal and written communication skills
    • Hours US daytime, however flexibility for meetings is required to accommodate a global work environment.

About Rocket Travel by Agoda

Rocket Travel by Agoda is a travel technology company founded in 2012 under our flagship consumer facing product, rocketmiles.com. Since then, we have evolved to partner with some of the largest consumer travel brands in the world creating white-label solutions that allow customers to earn and redeem miles and points for booking hotels, rental cars, flights and activities. Our global partnerships range from world-class airlines to international banks to large-scale shopping platforms.  We help our partners develop successful go-to-market strategies through marketing expertise and data to support their overall growth. 


We attract customers from every corner of the globe with a seamless user experience that's built in-house from ideation to finished product: our team includes front- and back-end developers, customer service, data analysts, designers, marketers, accountants, partnership sales, and managers. 


Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career, and expand their knowledge working alongside talented, dedicated colleagues. We encourage all applicants with a touch of wanderlust to apply to our team, as we work toward helping our travelers reach the vacation of their dreams. 


Note on general employment requirements

Candidates should be authorized to accept employment in the US from any employer, should be willing to start within three weeks of accepting an offer, and should be able to work the same daily working hours as our Chicago office.


Equal Opportunity Employer  

At Rocket Travel by Agoda, we pride ourselves on being companies represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Rocket Travel by Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunities regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details, please read Rocket Travel by Agoda’s privacy policy. 


A Final Word: 

To all recruitment agencies: Rocket Travel by Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, employees or any other organization location. Rocket Travel by Agoda is not responsible for any fees related to unsolicited resumes.


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Technology we use

  • Engineering
  • Product
  • People Operations
    • Apache GroovyLanguages
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    • MySQLDatabases
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    • Google AnalyticsAnalytics
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    • FigmaDesign
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    • JIRAManagement
    • Google HangoutsCollaboration
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • Greenhouse Collaboration
    • Workday Collaboration

Location

A former industrial zone, now a hip dining and nightlife hotspot. Rocket Travel is located right at the heart of Fulton Market easy access by the L.

An Insider's view of Rocket Travel

What are some social events your company does?

Every year, Rocket Travel puts on an annual company retreat. Last year, we went to Scottsdale, AZ where we got to spend time with our co-workers from all across the Globe! One of my favorite memories was participating in a team building event where we got to build dog houses and donate them to military families in need.

Emma

Senior Recruiter

What does your typical day look like?

In the morning, I set time aside to drink coffee & plan my day. Our team does a daily sync to discuss goals & where we need support. The majority of my time is spent creating and updating email journeys for our partners as well as for Rocket. I enjoy brainstorming creative ideas for future campaigns & ways to engage with our audiences!

Ebony

Email Marketing Associate

How does the company support your career growth?

Something that has marked my career path has been the ability to learn from such talented & empathetic women at different levels - my managers, team, and colleagues. They are all so passionate about what they do that it is contagious! Most recently, Rocket has supported the most significant change I've ever imagined; relocating across the globe.

Andrea

Director of Strategic Partnerships (APAC/MEA)

How do you make yourself accessible to the rest of the team?

Everything from virtual hangouts to wellness check-ins have worked well, but don't necessarily replace the innovation and collaboration from "random office chats." Making it a habit to hop on a videocall or chat conversation with someone you haven't spoken to in a while can help alleviate some of that pain.

Simon

Chief Product Officer

How does your team reward individual success?

Rocket regularly refines our people processes to ensure team members have opportunities to be recognized for their contributions & build a fulfilling career here. We provide transparency around career paths and compensation. We also facilitate a performance management process, which incorporates 360 feedback, to promote professional growth!

Amy

VP of People Operations

What are Rocket Travel Perks + Benefits

Culture
Partners with nonprofits
Rocket Travel offers a charity match credit after 1 year of service to donate to your favorite non-profit of choice
Open door policy
Team based strategic planning
Pair programming
Open office floor plan
Employee-led culture committees
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Vacation credits • Flexible work schedules • Competitive salary and bonus structure • Monthly cell-phone stipend • Stocked kitchen, keg and fridge • Work with intrinsically motivated folks with a track record for building new businesses from scratch • Frequent professional development opportunities, happy hours, live-band karaoke, Smash Brothers competitions, and ping-pong tournaments.

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