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 [email protected] Subject: Contact Center Manger

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