Contact Center Manager - EmployBridge : Job Details

We're looking for a dynamic Contact Center Manager for a travel company to oversee our customer service operations and inspire a high-performing team. If you have a passion for delivering exceptional customer experiences, optimizing processes, and driving results, we want to hear from you! Step into a role where your leadership makes a direct impact.

Shift: Days

Location: Duluth, Georgia

Pay: $75-80k annually

Hybrid role

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.

QUALIFICATIONS/SKILLS:

• EDUCATION: Bachelor's Degree in business or related field or equivalent combination of education and experience.
• EXPERIENCE: 5+ years experience leading in a professionally managed contact center. Experience in travel management, products and services preferred.
• TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email. Strong skills with MS Office, Google Business Suite or similar. Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools.
• LEADERSHIP: Demonstrated ability to coach and lead others is required as evidenced by prior leadership experience. Experience in handling personnel-related issues and developing and retaining staff.
• OTHER KEY SKILLS:
• Exceptional Communication Abilities
• Analytical Skill
• Ethics and Integrity
• Accountability
• Relationship Building
• Detail and Process Orientation
• Client Service Focus
• Problem Solving