Operations Manager - Call Center 2nd Shift

We are looking for an experienced and results-driven Operations Manager with a proven background in leading teams within a 24/7, 365-day contact center/call center environment. Second shift, hybrid role. If you excel at developing talent, improving team performance, and enhancing customer experiences within the travel industry, this is an excellent opportunity to showcase your skills! Experience in corporate travel is a plus.

WHAT YOU’LL BE DOING:

• Lead and oversee a team of travel consultants within a 24/7 inbound call center environment.
• Provide coaching and mentorship to call center employees when navigating complex customer service situations.
• Establish monthly, quarterly, and annual call center objectives and develop action plans to achieve them.
• Support the Quality Assurance (QA) program by ensuring the team consistently meets or exceeds established quality standards and providing individual coaching when necessary.
• Hold regular one-on-one coaching sessions and facilitate recurring team meetings.
• Ensure individual and team performance goals and targets are consistently achieved or exceeded.
• Partner with Workforce Management to maintain appropriate staffing levels.
• Manage client escalations effectively, resolve concerns, and leverage escalated situations as opportunities for coaching and development.
• Analyze performance metrics, KPIs, and data to proactively identify opportunities for improved efficiency and effectiveness, while enhancing the client experience and optimizing business processes.

WHAT YOU BRING:

• Bachelor's degree in Business or a related field, or an equivalent combination of education and professional experience.
• A minimum of 5 years of experience in a travel management contact center environment or a closely related industry, including at least 3 years in a direct supervisory position with responsibility for employee coaching and development.
• Preferred expertise in travel management, products, and services.
• Proficiency in call center platforms, such as Five9, and customer relationship management (CRM) systems.
• Strong working knowledge and proficiency with one or more Global Distribution Systems (GDS), as well as other travel and contact center systems and tools, preferred.

Join us in creating a dynamic, results-driven environment where excellence thrives and client expectations are not just met, but exceeded. Apply now and be part of transforming our

Contact Center to new heights of success!

WHAT WE OFFER:

At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. Our dedicated associates give their best every day, and have fun while doing it! Learn more about our business and culture by visiting www.travelinc.com.

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com.

Connecting innovative technology with superior service to advance business travel

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com.

Connecting innovative technology with superior service to advance business travel