Vice President - Travel Team Account Lead
Shape the future and lead a dynamic and growing team in a fast paced and challenging area! This is a unique opportunity for you to lead the team in achieving the quantitative and qualitative goals that are within the established guidelines and client contracts including sales, technology, customer service and security compliance.
As an Account Manager - Vice President within CX Loyalty Operations Team, you will ensure all performance metrics are achieved through coaching and developing Managers and Supervisors. You will oversee of the travel consultant’s performance management; to include adherence to schedules, sales, and defect rate, managing and motivating the call center staff to meet customer service performance goals and completing annual performance reviews for direct reports.
Job Responsibilities:
- Provide leadership and coaching to a Team of Managers and 400+ contact center agents.
- Plan, manage and control the day-to day activities of the operational team to ensure deadlines are met in accordance with internal and external customer expectations.
- Implement operational strategies and evaluates the need for improvements as it relates to initiatives and lines of technology supported by the call center operation.
- Assesses service level, operational efficiencies and stream lining processes to ensure that our client’s requirements are met in a cost effective manner.
- Formulate and implement new projects, policies, and procedures for the department to achieve specific operational goals.
- Provide client service support to strength relationships with each client by facilitating routine client calls, participating in client visits, handling escalated calls and providing resolution(s) and making presentations.
- Evaluate and suggest the best methods for reducing cost, increasing revenue opportunities and improving overall profitability across the operation.
- Lead regular meetings to review performance to goal as established by the General Manager.
Required qualifications, capabilities, and skills
- Travel industry experience
- Bachelors Degree or equivalent work experience
- Minimum of 5+ years of management experience in a related inbound customer service / sales call center environment.
- Demonstrated strategic planning, analytical and problem solving skills utilizing creativity and innovation.
- Strong interpersonal and communication skills; excellent written, verbal and presentation skills.
- Project management skills; proven leadership ability.
- Ability to manage multiple priorities with tight deadlines.
Preferred qualifications, capabilities, and skills
- Experience with Travel Industry technologies including GDSs (WSPN, Sabre, Apollo)
- Experience with Call Center technologies
- Proficient in MS Office products.
