PTR Global
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Managing Director- National Accounts at PTR Global
Must work out of Willis Tower 2-3 days/ week. No relocation provided. Please only apply if you can work on our W2. Description : Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more. Duties: • Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience • Design and deliver solutions that bring an innovative approach and consider practical limitations • Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement • Map out current and future state processes, providing a clear vision for potential enhancements • Manage project timeline and budget commitments effectively • Support testing strategy for new processes and tools • Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations • Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned • Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments Required • Microsoft Office and analytical skills • Demonstrate agility managing through ambiguity and be adaptable in the face of change • Strong business acumen Preferred • Demonstrated project planning and execution • Proficiency with Azure DevOps, Jira, or other agile work management tools • Bachelor's Degree or equivalent work experience • 2+ years of airline customer service experience and/or project management experience Pay Range: $4-55/ HR W2 The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work. Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries IT Services and IT Consulting and Airlines and Aviation Referrals increase your chances of interviewing at PTR Global by 2x Get notified about new Customer Service Analyst jobs in
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Must work out of Willis Tower 2-3 days/ week. No relocation provided. Please only apply if you can work on our W2. Description : Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more. Duties: • Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience • Design and deliver solutions that bring an innovative approach and consider practical limitations • Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement • Map out current and future state processes, providing a clear vision for potential enhancements • Manage project timeline and budget commitments effectively • Support testing strategy for new processes and tools • Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations • Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned • Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments Required • Microsoft Office and analytical skills • Demonstrate agility managing through ambiguity and be adaptable in the face of change • Strong business acumen Preferred • Demonstrated project planning and execution • Proficiency with Azure DevOps, Jira, or other agile work management tools • Bachelor's Degree or equivalent work experience • 2+ years of airline customer service experience and/or project management experience Pay Range: $4-55/ HR W2 The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work. Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries IT Services and IT Consulting and Airlines and Aviation Referrals increase your chances of interviewing at PTR Global by 2x Get notified about new Customer Service Analyst jobs in
Greater Chicago Area . Customer Service Representative - State Farm Agent Team Member
Greater Chicago Area $33,000.00-$40,000.00 1 week ago Vernon Hills, IL $26.50-$35.00 2 weeks ago Customer Service Representative (Chicago)- $20.25 per hour
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Arlington Heights, IL $15.00-$17.00 2 months ago Orland Park, IL $15.00-$17.00 2 months ago Customer Service Representative: Manufacturing
Des Plaines, IL $15.00-$17.00 2 months ago Customer Service Representative - State Farm Agent Team Member
Berwyn, IL $55,000.00-$75,000.00 8 months ago Customer Service Representative - State Farm Agent Team Member
Bartlett, IL $40,000.00-$50,000.00 1 year ago Bolingbrook, IL $15.00-$17.00 3 months ago Schaumburg, IL $69,000.00-$77,000.00 1 month ago Healthcare Customer Service Representative
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr