[Hiring] Manager, Support Services @Internova Travel Group

Role Description

• Responsible for leading the full employee lifecycle, including recruiting, selection, onboarding, training, workforce planning, performance coaching, and corrective action.
• Clearly communicates job responsibilities, performance expectations, and operational standards to ensure consistency and accountability.
• Drives customer service excellence by providing strategic guidance, ongoing feedback, and data‑driven recommendations aligned to organizational objectives.
• Develops, implements, and monitors action plans to improve productivity, service quality, and customer experience while ensuring adherence to established service standards.
• Serve as the escalation lead for complex, sensitive, or high‑risk issues, supporting supervisors and management with timely resolution across phone, email, chat, and callback channels.
• Make real‑time, data‑driven decisions to proactively manage workload, staffing coverage, and resource allocation to meet service demands.
• Ensure all service level agreements (SLAs), customer service standards, and performance expectations are consistently met or exceeded.
• Maintain expert knowledge of interdepartmental escalation paths, communication protocols, and issue‑resolution processes.
• Partner with the Vice President to support succession planning by identifying, developing, and retaining high‑potential talent.
• Collaborate with executive leadership to continuously review operational programs, systems, and workflows with a focus on eliminating inefficiencies and improving effectiveness.
• Monitor adherence to approved schedules, attendance policies, payroll, PTO, and timekeeping requirements, applying established protocols and recommending process enhancements as needed.
• Ensure team compliance with all company policies, procedures, and quality standards.
• Oversee real‑time and historical call center performance, including call volume, response times, and service levels, to ensure calls are answered within required timeframes.
• Monitor and evaluate phone, email, and chat interactions, providing clear, written performance evaluations and actionable feedback.
• Plan, facilitate, and document regular coaching and feedback sessions to drive individual and team performance improvement.
• Develop, analyze, and present call center performance reports by collecting and interpreting operational data and trends.
• Determine and refine call center operational strategies through capacity planning, needs assessments, performance reviews, and technology evaluation; contribute insights to enterprise‑level strategic planning.
• Lead system reviews and enhancements, including customer interaction platforms, IVR systems, voice networks, and user interfaces; oversee user acceptance testing and implementation activities.
• Maintain and improve call center operations through system audits, quality assurance programs, issue resolution, process improvement initiatives, and technology upgrades.
• Achieve human capital objectives by recruiting, onboarding, coaching, goal‑setting, performance management, and disciplinary action; administer scheduling systems and enforce operational standards.
• Build and maintain strong working relationships with internal departments and external business partners across the network.
• Prepare and deliver presentations and operational content for Associate Travel Leaders University and other internal or external forums.
• Serve as backup support for TLN Training Library administration, email change requests, and department contact reference functions.
• Maintain professional and technical knowledge by tracking industry trends, benchmarking best practices, and advancing workforce management capabilities.
• Demonstrate flexibility to work extended or modified schedules, including occasional overtime, based on business needs.
• Produce clear, grammatically accurate written communication for internal and external use, including emails, chat, claims documentation, and operational correspondence.
• Perform additional job‑related duties and responsibilities as assigned.

Qualifications

• Bachelor’s degree preferred or equivalent combination of education and relevant experience.
• Minimum of 5 years of progressive experience in a call center management or senior leadership role.
• Experience working with Salesforce.
• Demonstrated ability to lead, coach, and develop high‑performing teams in a fast‑paced service environment.
• Strong interpersonal, organizational, and time‑management skills with the ability to manage multiple competing priorities.
• Proven analytical, problem‑solving, and decision‑making capabilities, including the ability to assess data and resolve complex operational issues.
• Highly effective conflict‑management, coaching, team‑building, and motivational skills.
• Ability to handle difficult conversations, escalations, and performance discussions professionally and constructively.
• Excellent written and verbal communication skills, with the ability to clearly convey expectations, feedback, and recommendations to all levels of the organization.
• Willingness to continuously learn, adapt, and apply best practices in call center and workforce management.

Benefits

• Choice of two medical plans and two dental plans.
• Vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D.
• Optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave.
• Paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.