Contact Center Manager

Travelorporated • Duluth, GA

2d

About The Position

Travel Incorporated is seeking a Contact Center Manager to lead a team of travel consultants in an inbound, 24/7/365 call center. The role focuses on developing staff, driving team and individual performance, and elevating customer experiences in the travel industry. A corporate travel background is advantageous. Multiple shifts are available.

The manager develops goals and action plans, supports the Quality Assurance program, monitors performance metrics and KPIs, and collaborates with Workforce Management to maintain appropriate staffing. The role also handles client escalations and uses them as coaching opportunities, while identifying ways to improve efficiency, business processes, and the client experience.

Travel Incorporated describes itself as an established company focused on customer service, innovation, technology, and continuous process improvement. It is an equal opportunity employer and provides accommodations to applicants with disabilities upon request.

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 program and ensure the team meets or exceeds acceptable quality scores, coaching individuals as needed.
• Conduct periodic one-on-one coaching sessions and lead regular team meetings.
• Ensure team and individual performance targets are met or exceeded.
• Interface with Workforce Management to ensure proper staffing levels.
• Handle client escalations, resolve issues, and use escalations as coaching opportunities.
• Monitor metrics, KPIs, and data to identify opportunities to improve efficiency, effectiveness, the client experience, and business processes.

What This Job Offers

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