Dorchester Collection
Corporate Office - Contact Centre
Operations Specialist, Global Contact Centre
Permanent
Full time
We care about your career and are known for having the absolute best people in the industry. When you join us as the Operations Specialist, you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.
The stages of the recruitment process are:
- First stage interview with Operations Lead and Team Development Lead
- Final Stage interview with Operations Lead and People & Culture
As Operations Specialist at our Global Contact Centre, here are just some of the great benefits you will receive:
- Complimentary stays with breakfast included in all 10 Dorchester Collection hotels
- 50% off at bars and restaurants within all of our Dorchester Collection hotels
- £750 Refer a friend bonus scheme
- World class development opportunities
- Social events throughout the year
- Workday Lunches in the form of a prepaid contactless card
- Season ticket loan and cycle to work scheme
- Exclusive Access to a discount platform featuring 1000s of retailers
- Competitive retirement scheme
- You will support the delivery of a multichannel customer operation, producing reports and sharing insights with diverse stakeholder groups at all levels of the business, expertly articulating business requirements, expectations and outcomes.
- You will be responsible for daily intraday scheduling, adapting to business requirements to enable the Global Contact Centre’s multilingual team to manage the department’s daily tasks.
- You will be responsible for the regular management of the technology used within the GCC, and instrumental in implementing new technology to help drive the department forward.
- Working closely with the Operations Lead, you will support with providing insights and tracking on our KPIs and SLAs, and performance metrics of our team members
- Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As an Operations Specialist, you’ll have the opportunity to bring these to life and continue to create our legacy.
- You will represent the Operational departments’ needs and perspectives during interdepartmental meetings.
The items shared are the essence of a day in the life of an Operations Specialist but we’ll make sure you are provided with specifics on how we care for our Collection.
Essential Skills:
- You have excellent interpersonal and relationship-building skills, and possess resilience and a collaborative, solution-driven approach to promote continuous improvement.
- Proficient use of Microsoft Office and an advanced knowledge of Microsoft Excel and PowerPoint in particular are a requirement.
- English is the primary language used in our Global Contact Centre. You can comfortably communicate in this language both verbal and written
- Exceptional analytical and conceptual thinking skills, as well as a basic understanding of statistics
- Ability to work independently, using initiative to prioritise workload and manage time effectively to meet deadlines.
Desirable Skills:
- Previous experience with Workforce Management (WFM) systems and techniques with a good understanding of workload forecasting and of Real-Time Management (RTM).
- Knowledge of, and experience with, various Business Intelligence platforms (such as Microsoft PowerBI) are desirable.
- Previous Contact Centre and/or Hospitality experience are desirable, particularly in the areas of Business Analysis, Workforce Management, or Revenue Management.
- Our multilingual team speaks a large variety of languages. Knowledge of our business languages French, Italian, or Arabic are a desirable. Any additional language proficiencies are a plus.
