Customer Service Representative in a hybrid role supporting Icelandic speaking customers for Booking. Responsible for inquiries and mediation between travelers and accommodation suppliers.
About the role
- Customer Care Operations Consultant responsible for optimizing service delivery and workforce performance. Leveraging data-driven consulting and emerging technology solutions in a customer care environment.
Responsibilities
- Oversee daily contact center operations, ensuring KPIs (Service Level, AHT, Occupancy, Adherence) are met and continuously optimized.
- Identify and reduce non–value-added work, leveraging automation and predictive tools to improve efficiency.
- Lead continuous improvement initiatives to streamline workflows through integration of AI-enabled forecasting, scheduling, and analytics systems.
- Partner with cross-functional teams to standardize best practices and drive consistency across global operations.
- Evaluate and pilot emerging AI and automation technologies that enhance customer and agent experience.
- Collaborate with Operations Technology & Transformation to integrate AI-driven workforce management tools, ensuring scalability and ethical use of data.
- Translate complex AI insights into actionable staffing, performance, and resource strategies.
- Serve as a change leader during automation or technology rollouts, ensuring smooth adoption and measurable impact.
- Serve as a trusted advisor to stakeholders and peers, identifying operational risks and opportunities with data-backed recommendations.
- Provide forward-looking capacity and staffing strategies based on evolving client volumes, AI containment rates, and service model changes.
- Partner with finance and recruiting to build resource plans that align with automation-driven efficiencies and future skill needs.
- Support executive decision-making through clear, consultative storytelling rooted in analytics and operational insight.
- Mentor Capacity Managers, developing their analytical, technical, and consultative capabilities.
- Foster a culture of curiosity, adaptability, and continuous learning within the operations organization.
- Collaborate across Delivery, IT, and Product teams to ensure aligned, end-to-end operational outcomes.
Requirements
- 3+ years in workforce or operations consulting within a customer care or shared services environment
- Proven ability to interpret operational data and translate insights into actionable strategies
- Advanced proficiency in Excel and strong analytical problem-solving skills
- Excellent communication, presentation, and stakeholder engagement skills
- Demonstrated adaptability in fast-changing business or technology landscapes
- Experience with AI-driven or automated workforce management tools (e.g., Genesys Cloud, NICE, Verint, Tableau)
- Background in AI readiness, automation design, or digital transformation initiatives
- Certification or experience in Agile project management or change leadership
Benefits
- Variety of health coverage options
- Wellbeing and support programs
- Retirement plans
- Vacation and sick leave
- Maternity, paternity & adoption leave
- Continuing education and training
- Several voluntary benefit options
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