Contact Center Manager

Travelorporated • Duluth, GA

9d • 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!

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.

Benefits

• 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!

What This Job Offers

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