The Director, Reservations is responsible for measuring, planning, and executing Contact Center operations, in alignment with the VP, Reservations.
Hours of Operation are Monday-Friday 6:00am-6:00pm
Flexible schedule available between those hours with occasional work required on Saturdays
$100,000-$120,000/year + Benefits
Responsibilities:
Supervising the management teams of the department, evaluating current processes and enhancing methods, reviewing KPI’s to have meaningful conversations for kudos and improvements, and overall continuous improvement of the customer experience.
Tactical emphasis is on customer care, quality assurance, workforce planning, counseling, coaching and training.
Performance metrics include call efficiency, wrap time, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, upselling, and financial performance.
Actively contributes to the overall company operational targets as well as the daily business decisions.
Executes the vision for the operation ensuring the Contact Center meets customer and organization needs.
Continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue.
Responsible for development and administration of business goals with operational stability.
Deliver results against a defined scope of work that includes measurable ROI, KPI, strategic innovation, performance reporting, and human capital development.
Working with the Quality Assurance (QA) Department to develop, implement and maintain effective internal and external programs fostering continuous improvement and exceeding customer service.
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Contact Center.
Develop and maintain effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Coordinate analytic, strategic and technical resources to provide agents in order to meet client expectations and ensure satisfaction.
Provide training and resources on closing new revenue opportunities within the existing client base.
Qualifications:
5+ years of experience as a call center, customer service or sales manager
Supervisory experience
Experience managing KPI's and building a team
Ability to council employees and offer suggestions to management
Background in managing schedules
Travel, hotel or tour experience a plus!