Contact Center Manager

Travel Incorporated • Duluth, GA

3d

About The Position

Travel Incorporated is seeking a Contact Center Manager to lead travel consultants in an inbound contact center operating 24 hours a day, 365 days a year. The role focuses on developing staff, driving performance, and improving customer experiences in the travel industry. Experience in corporate travel is an advantage. Multiple shifts are available.

The manager oversees team performance and development, supports quality assurance, works with Workforce Management on staffing, and handles client escalations. The role also monitors metrics and identifies opportunities to improve efficiency, customer experience, and business processes.

Travel Incorporated describes itself as an established, well-respected company focused on customer service, innovation, technology, and continuous process improvement. It states that it is an equal opportunity employer and provides a contact for applicants who need accommodation during the application or selection process.

Requirements

• Bachelor’s degree in business or a related field, or an equivalent combination of education and experience.
• At least 5 years of experience in a travel management contact center environment or a closely related industry.
• At least 3 years of experience in a direct supervisory role responsible for associate coaching and development.
• Proficiency with call center software, such as Five9, and customer relationship management (CRM) systems.

Nice To Haves

• Expertise in travel management, products, and services.
• Strong working knowledge and skills with one or more GDS systems and other travel and contact center systems and tools.
• Background in corporate travel.

Responsibilities

• Manage and oversee a team of travel consultants in an inbound 24/7 call center.
• Coach and mentor call center staff through challenging customer service issues.
• Develop monthly, quarterly, and annual call center goals and action plans.
• Support the Quality Assurance (QA) program, ensuring the team meets or exceeds acceptable quality scores and coaching individuals as needed.
• Conduct periodic one-on-one coaching sessions and lead regular team meetings.
• Ensure performance targets are met or exceeded for the team and individuals.
• Interface with Workforce Management to ensure proper staffing levels.
• Handle client escalations effectively, resolve issues, and use escalations as coaching opportunities.
• Monitor metrics, KPIs, and data; proactively identify opportunities to drive efficiency and effectiveness and improve the client experience and business processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager