Travel Incorporated · 6 hours ago

Contact Center Manager - Travel (2nd/3rd Shift)

Duluth, GA

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Serves as an expert in Company value proposition, products and services, and client solutions; leads team to continuously build knowledge.

Coaches, trains, manages and motivates a team of travel consultants

Embraces the totality of the Quality Management (QM) program, ensuring that team meets or exceeds acceptable quality scores

Conducts periodic 1:1 coaching sessions and leads regular team meetings

Ensures individual and team meets or exceeds performance targets

Leads the team’s performance management process including goal creation and monitoring, documentation of both positive and constructive coaching efforts, and preparation and delivery of associate performance reviews.

Maintains an active expert level awareness of Company policies, security protocols, compliance requirements and HR requirements as it relates to managing associate groups.

Approaches management with professionalism and leads by example at all times.

Interfaces with Workforce Management to ensure proper staffing levels

Effectively handles immediate client escalations, solves issues and takes steps to use escalations as a coaching opportunity.

Monitors metrics, KPIs and data and proactively identifies opportunities to drive efficiency and effectiveness; works to improve the client experience and other business processes.

Engages consultants in building a creative, challenging, productive and rewarding workplace.

Qualification

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