Airbnb Senior Routing & Channel Optimisation Coordinator 

Ireland, Dublin 

609664474

A Typical Day:

• Collaborate with technical teams to drive optimisation of the routing rules and flows to ensure optimum customer experience and business efficiency
• Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
• Maintain industry knowledge of current & evolving technologies for channel routing and optimisation
• Define and drive routing prioritisation including hours of coverage, overflows and service level protection
• Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
• Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams
• Queue management maintenance and updates
• Support project teams in creating new routing flows, routing rules and agent permissions
• Supports movement of worktypes between inhouse and partner operations by delivering changes to routing and routing rules
• Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts
• Work with the team and stakeholders across CS, Product and Engineering to ensure we are optimising our contact routing
• Support and consult on development of channel performance dashboards and alarms
• Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritisation within the overall roadmap

Your Expertise:

• Strong technical CS experience in large scale operations
• 3+ years experience in similar role supporting channel routing, rules and configuration
• Experience as a Genesys administrator is a plus.
• Bachelor's degree ideally in a business discipline
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones
• Demonstrated interpersonal skills to interface well with operations and business partners at all levels
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong customer engagement and relationship management skills
• Comfortable in an ambiguous matrixed organisation
• Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution
• Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts
• High tolerance for ambiguity and ability to perform under pressure to meet deadlines
• Self-motivated and driven, used to being in a fast-paced environment
• Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail

Offices: Dublin, Ireland