We are seeking a savvy Contact Center Manager with a background leading teams in a 24/7 365 contact center/call center setting to lead our teams. If you're a pro at cultivating talent, driving performance, and elevating customer experiences in the travel industry, this is your chance to shine! If you have a background in corporate travel - even better!Join us in creating a dynamic, results-driven environment where excellence thrives and client expectations are not just met, but exceeded. Apply now and be part of transforming our Contact Center to new heights of success!RESPONSIBILITIES:
- Serves as an expert in Company value proposition, products and services, and client solutions; leads team to continuously build knowledge.
- Coaches, trains, manages and motivates a team of travel consultants
- Embraces the totality of the Quality Management (QM) program, ensuring that team meets or exceeds acceptable quality scores
- Conducts periodic 1:1 coaching sessions and leads regular team meetings
- Ensures individual and team meets or exceeds performance targets
- Leads the team's performance management process including goal creation and monitoring, documentation of both positive and constructive coaching efforts, and preparation and delivery of associate performance reviews.
- Maintains an active expert level awareness of Company policies, security protocols, compliance requirements and HR requirements as it relates to managing associate groups.
- Approaches management with professionalism and leads by example at all times.
- Interfaces with Workforce Management to ensure proper staffing levels
- Effectively handles immediate client escalations, solves issues and takes steps to use escalations as a coaching opportunity.
- Monitors metrics, KPIs and data and proactively identifies opportunities to drive efficiency and effectiveness; works to improve the client experience and other business processes.
- Engages consultants in building a creative, challenging, productive and rewarding workplace.
QUALIFICATIONS/SKILLS:
- EDUCATION: Bachelor's Degree in business or related field or equivalent combination of education and experience.
- EXPERIENCE: 5+ years experience leading in a professionally managed contact center. Experience in travel management, products and services preferred.
- TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email. Strong skills with MS Office, Google Business Suite or similar. Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools.
- LEADERSHIP: Demonstrated ability to coach and lead others is required as evidenced by prior leadership experience. Experience in handling personnel-related issues and developing and retaining staff.
- OTHER KEY SKILLS:
- Exceptional Communication Abilities
- Analytical Skill
- Ethics and Integrity
- Accountability
- Relationship Building
- Detail and Process Orientation
- Client Service Focus
- Problem Solving
This position is hybrid after training, requiring some on-site work at our Duluth, GA headquarters. WHAT WE OFFER:At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. Our dedicated associates give their best every day, and have fun while doing it! Learn more about our business and culture by visiting www.travelinc.com.Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at ...@travelinc.com.Connecting innovative technology with superior service to advance business travelOther details
- Job Family Operations
- Pay Type Salary
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