Job Description: Manager/Senior Manager - Travel
Position Overview:
Manager/Senior Manager - Travel oversees the daily management of our business center, focusing on staff, technology, telephony, and client services. The role requires creating and maintaining an Operations Plan and ensuring effective execution across multiple domains.
Key Responsibilities:
1. Staff Management:
- Supervise call center agents to ensure efficient operations.
- Conduct coaching, training, and staff development programs.
- Delegate special projects to promote growth and skill enhancement.
2. Sales Reporting:
- Monitor weekly, monthly, and quarterly quotas.
- Track agent conversion rates daily and weekly; implement corrective actions as necessary.
- Generate comprehensive performance reports for management review.
3. Vendor Relations:
- Negotiate with suppliers to secure favorable deals for customers.
- Build and maintain solid relationships with vendors to drive business growth.
4. Call Center Management:
- Implement and manage call center services, including hunt groups and voicemail boxes.
- Analyze customer service calls and provide feedback to agents to improve performance.
- Assist with handling overflow calls during high-volume periods.
5. Standard Operating Procedures (SOPs):
- Create and distribute SOPs, key performance initiatives, and service level agreements.
- Ensure adherence to SOPs across the team to maintain high service standards.
6. Technology Skills:
- Demonstrate proficiency in Global Distribution Systems (GDS) such as Sabre, Amadeus, and/or Apollo.
- Set up logins, manage queues, and assist with overflow calls as needed.
7. Organizational/Time Management:
- Meet deadlines for various reporting and coaching sessions.
- Maintain company-wide documents related to travel trends and alerts.
Qualifications:
- Proven experience in a managerial role within a call center or travel business environment.
- Strong knowledge of GDS systems, particularly Sabre, Amadeus, and/or A