Call Center Manager Travel / Tourism

Job Title:
Call Center Manager Travel / Tourism
Job Location:
Northeast
Relocation:
No
Position Level:
Manager
Position Report To:
VP Sales
Position Responsibilities:
  1. Lead and manage Reservations team effectively to meet revenue and sales goals for the organization. Monitor staff performance and key Call Center measures. Evaluate and document individual performance.
  1. Develop and implement operational practices within the team to maximize efficiencies and provide a high level of customer service. Schedule work shifts to ensure adequate coverage. Establish departmental policies and practices for smooth operations. Implement strategies to drive increased conversion rates from current inbound call potential.
  1. Coordinate hiring and training of staff. Responsible for ensuring new hire training and continuous skill attainment is achieved throughout the department. Develop and document training programs to maintain a high level of proficiency. Provide guidance to employees on complex customer issues. Handle high level customer issues and coordinate with various departments to resolve problems or concerns. Ensure company procedures are followed with regard to customer interaction and system usage.
  1. Collaborate with Sales, Marketing, and Product Management to stay current on new products or program offerings within the business. Assist with sales generation in department. Work with management to educate staff on new promotions and programs. Responsible for communications and team development.
  1. Evaluate and keep up to date on the latest Call Center technologies. Implement any changes to improve Call Center performance and service to clients.
  1. Assist with answering queue calls and reservation bookings when needed to manage workload.
  1. Coordinate with HR and global offices to manage college intern program within Reservations.
  1. Collaborate with the Marketing team to deliver exceptional product and service. Implement a yield-management approach to maximize load-factor, revenue, and yield across total customer tour seats each year.
  1. Prepare and present weekly reports to VP Sales on department operations. Communicate monthly KPI progress to Senior Management on Reservations and ongoing projects.
Percent Travel:
5%
Direct Reports:
Yes
Experience Required:
  • Bachelor’s degree in Business or related field or equivalent experience.
  • Minimum three to five years managing staff in a Call Center environment. Several years of experience developing and training staff to meet key performance measures.
  • Demonstrated ability to provide superior customer service in a fast-paced environment.
  • Experience in sales generation and program management.
  • Proficient in Microsoft Office Products and Salesforce. Familiarity with Sabre is desired.
  • Strong presentation and communication skills.
  • Track record of being results oriented and quality driven.
Education Required:
BS/BA
Other Remarks: