Job Description
Are you passionate about developing talent, enhancing performance, and delivering outstanding customer experiences? We are currently seeking a Contact Center Manager to join our team and play a key role in driving operational excellence and elevating client satisfaction.
MUST HAVE: Group Travel Booking & Group Travel experience
Position: Contact Center Manager
Location: Hybrid (Duluth, GA)
Salary: $70,000 - $85,000
Schedule: Full-Time 10:00AM - 7:00PM or 9:00AM - 6:00PM M-F (Hybrid after training)
Key Responsibilities:
- Serve as a subject matter expert on company services, solutions, and value propositions.
- Lead, coach, and motivate a team of travel consultants to achieve high standards in customer service and performance.
- Drive adoption and execution of the Quality Management program, ensuring consistent quality standards.
- Conduct regular one-on-one coaching, performance reviews, and team meetings.
- Monitor and manage team performance, identifying opportunities for growth and improvement.
- Handle performance management, including documentation, goal setting, and review delivery.
- Ensure compliance with company policies, HR requirements, and industry regulations.
- Collaborate with Workforce Management to ensure adequate staffing levels.
- Manage client escalations with professionalism, using incidents as learning opportunities.
- Analyze KPIs and operational data to identify areas for process optimization and improved customer experience.
- Foster a positive, engaging, and rewarding work culture.
Qualifications:
- Education: Bachelor’s degree in business or a related field, or equivalent experience.
- Experience:
- 5+ years of leadership experience in a professionally managed contact center.
- Background in travel management or related services preferred.
- Technical Skills:
- Proficiency in MS Office, Google Business Suite, internet, chat, and email communication tools.
- Familiarity with GDS systems and travel/contact center platforms.
- Leadership Competencies:
- Proven coaching, mentoring, and team development abilities.
- Skilled in employee engagement and performance management.
Key Competencies:
- Exceptional communication and interpersonal skills
- Analytical and problem-solving abilities
- High ethical standards and accountability
- Strong relationship-building capabilities
- Detail-oriented with a focus on operational efficiency
- Client-focused mindset
For immediate consideration please send your email to austinbustos@employbridge.com Subject: Contact Center Manger
Job Tags
Full time, Immediate start,