[Hiring] Contact Center Manager @Travel Incorporated

Role Description

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!

• 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.

Qualifications

• 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.
• Expertise in travel management, products, and services preferred.
• Proficiency with call center software, such as Five9, and customer relationship management (CRM) systems.
• Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools preferred.

Benefits

• Part of an established and well-respected company that provides the absolute best service to customers.
• Forward-thinking with innovation, technology, and constant process improvement.
• A dynamic, results-driven environment where excellence thrives and client expectations are exceeded.

Company Description

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].