Contact Center Manager

Travel Incorporated • Duluth, GA

1d • Remote

About The Position

We are seeking a savvy Contact Center Manager with a background in leading teams in a 24/7 365 contact center / call center setting. Multiple shifts available. 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!

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.

This is a remote position which will be located at the associate’s permanent residence. Candidates must reside in a state where Travel Incorporated is currently hiring and we reserve the right to decline applications based on location.

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 [email protected].

Connecting innovative technology with superior service to advance business travel

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 [email protected].

Connecting innovative technology with superior service to advance business travel

Requirements

• Bachelor’s Degree in business or related field or equivalent combination of education and experience.
• 5+ years experience in a travel management contact center environment or closely related industry required with 3+ years experience in 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 preferred.
• Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools preferred.

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 that the team meets or exceeds acceptable quality scores, coaching individuals as needed.
• Conduct periodic 1:1 coaching sessions and lead regular team meetings.
• Ensure performance targets are met or exceeded for team and individuals.
• Interface with Workforce Management to ensure proper staffing levels.
• Effectively handle client escalations, solve issues, and take steps to use escalations as a coaching opportunity.
• Monitor metrics, KPIs and data and proactively identify opportunities to drive efficiency and effectiveness; work to improve the client experience and other business processes.

What This Job Offers

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