(Hybrid) Travel Contact Center Manager Job at Employbridge, Duluth, GA

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  • Employbridge
  • Duluth, GA

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,

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