Operations Manager - Call Center 2nd Shift

Travel Incorporated • Duluth, GA

7d • Hybrid

About The Position

Travel Incorporated is seeking an experienced, results-driven Operations Manager to lead a team of travel consultants in a 24/7 inbound contact center. This is a second-shift, hybrid role focused on developing talent, improving team performance, and enhancing customer experiences. Experience in corporate travel is a plus.

The Operations Manager establishes performance objectives and action plans, supports quality assurance, coaches employees, and ensures individual and team targets are met. The role works with Workforce Management on staffing, handles client escalations, and uses performance metrics and business data to identify opportunities to improve efficiency, processes, and the client experience.

Travel Incorporated describes itself as an established, well-respected company focused on customer service, innovation, technology, and ongoing process improvement. It is an equal opportunity employer and provides an accommodation contact for applicants who need assistance during the hiring process.

Requirements

• Bachelor's degree in Business or a related field, or an equivalent combination of education and professional experience.
• At least 5 years of experience in a travel management contact center environment or a closely related industry.
• At least 3 years of direct supervisory experience with responsibility for employee coaching and development.
• Proficiency with call center platforms, such as Five9, and customer relationship management (CRM) systems.

Nice To Haves

• Expertise in travel management, products, and services.
• Working knowledge and proficiency with one or more Global Distribution Systems (GDS), as well as other travel and contact center systems and tools.
• Experience in corporate travel.

Responsibilities

• Lead and oversee a team of travel consultants in a 24/7 inbound call center environment.
• Coach and mentor call center employees as they navigate complex customer service situations.
• Establish monthly, quarterly, and annual call center objectives and develop action plans to achieve them.
• Support the Quality Assurance program by ensuring the team meets or exceeds quality standards and providing individual coaching as needed.
• Hold regular one-on-one coaching sessions and facilitate recurring team meetings.
• Ensure individual and team performance goals and targets are achieved or exceeded.
• Partner with Workforce Management to maintain appropriate staffing levels.
• Manage client escalations, resolve concerns, and use escalated situations as opportunities for coaching and development.
• Analyze performance 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