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Atlantis Bahamas · 3 months ago

Executive Director Sales, Contact Center

Plantation, FL

Full-time

Onsite

Director/Executive

10+ years exp

Atlantis Bahamas is a dynamic destination resort seeking an Executive Director of Sales for its Contact Center. This leadership role involves overseeing the sales strategy for Atlantis Paradise Vacations, focusing on improving guest satisfaction, managing supplier negotiations, and driving sales and revenue targets.

HotelRecreationResortsRestaurants

Responsibilities

Oversee the end-to-end Sales strategy of Atlantis Paradise Vacations (APV), Including Contact Center outbound sales operations, inbound sales, product development, supplier relations and negotiations, partner/sponsor relations, Luxury Care services desk sales, casino air and fulfillment support, charter program design and operations, and tour desk product development and sales

Develop, design, and implement strategy and tactics to continuously improve call center key performance indicators that improve the guest experience

Utilize expert knowledge of call center operations to evaluate the most effective and efficient process flows, applicable system automation, telephony automation while implementing consistency in all policies and procedures

Improve guest satisfaction scores and process efficiency by deploying the latest call center technology and process improvement initiatives

Apply expertise and high-level creativity to develop agent retention plans and incentive campaigns

Ensure a proficient quality assurance process and team conduct call listening and coaching sessions with team members to improve quality and drive compliance and operational efficiency

Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs, and properly accounting for expenses to meet requirements and achieve fiscal responsibility

Create, guide, and shape all appropriate call center service, policy retention, and quality metrics for all products while meeting service level agreement objectives

Respond to market conditions and business cycles by maintaining awareness of the internal and external environments to maximize sales results; ensure call center is adequately staffed and trained

Work with Marketing, Sales, Revenue Management, Casino, Marine Water Park Operations, and other property operations teams to facilitate the successful execution of customer initiatives and design new, innovative ways to capture a larger share of wallet

Handle all supplier negotiations, including airlines/charter, DMC's, Travel Agent organizations, and other 3rd party travel providers booked through APV

Work with Marketing, Sales, Revenue Management, Data Analytics, and Casino to develop and implement a customer valuation strategy and systematic implementation through all direct Contact Center channels

Continue to evolve existing health and safety protocols for all aspects of APV operations

Qualification

Contact Center ManagementSales Strategy DevelopmentCustomer Experience ImprovementMulti-channel OperationsSupplier NegotiationsData AnalyticsLeadershipCommunication SkillsTeam CollaborationProblem Solving

Required

10-12 years of contact center industry experience operating a high-volume contact center

8-10 years performing as a Sr. Contact Center Manager

Comprehensive knowledge of multi-channel contact center operations, continuous improvement concepts, procedures, processes, best practices, and industry trends

Preferred

A dynamic, innovative travel services operator with 10 or more years of experience and a record of professional accomplishment, preferably in the Travel, Hospitality or Entertainment Industry

Extensive experience operating a customer contact center for travel services with technical, functional, and organizational knowledge and skills to execute on a new vision for an existing tour operation, including work from home (WFH)

Sound understanding of hotel/resort operations, including rooms, food and beverage, resort environment, and group meeting/conference space and activities

Grasp data and information from various sources and incorporate them into broad-based, strategic, leading-edge digital, and tactical customer contact initiatives

Strong, established relationships with airlines, DMC's, Travel Agent organizations, OTA's, cruise lines, and other 3rd party travel providers and destination tourism board