CALL CENTER GENERAL MANAGER

Company Background

 

JetAway/Travelworm is an exciting, high-growth online travel company that is setting new standards for the online travel business. The company currently employs over 75 full-time people in our Las Vegas, Nevada headquarters and supports a customer base of over 600 hotels and hundreds of thousands of dedicated consumers. Through its sites, including www.travelworm.com and www.jetaway.com, Travelworm sells hotel, air, activities, tickets and complete travel packages.

 

Call Center General Manager

The General Manager of the Call Center is responsible for the sales, customer service, operations and employee management functions of the call center.

 

Directs and coordinates activities concerned with the efficient and effective operation of the call center within company guidelines, policies and budget.  Ensures key performance indicators and company expectations are met.  Establishes and coordinates training and development for call center reservation agents and customer care representatives.  Coaches, trains and develops staff.  Works closely with the executive management team in the formulation of campaigns, promotions and compensation plans to direct and motivate call center staff in the pursuit of defined goals.  Develops and drives an efficient process for setting benchmarks and performance criteria within the call center.  Responsible for the reporting metrics and performance evaluation of programs, staff and benchmark goals

 

Position reports to VP of Sales, Service & Support.

 

ResponsibilitiesManage performance of operations and programs to meet or exceed key performance indicators and benchmarks.Directly supervise shift and air department managers.  Oversee hiring process.  Analyze and adjust staffing levels and skills mix to meet fluctuations in call demands, as well as productivity and profitability goals.  Develop and train managers, supervisors and call center agents.  Ensure they are proficient in their job skills and provide constant follow-up training, feedback and coaching to improve performance.  Responsibilities include performance appraisal, rewarding and disciplining employees.Analyze profitability of operations and programs by developing Profit & Loss statements.  Includes analyzing / preparing forecasted metrics, comparing to actual performance and explaining variances.  Make adjustments as necessaryManage information flow between call center and other departments, including supplier relations / market management, marketing, accounting and technology, to ensure company goals are achieved.Facilitate employee satisfaction through the call center through incentives and floor-wide activities which may include 1:1 feedback or group sessions to gauge employee satisfaction and program effectiveness.Manage call gating and flow, adjusting as necessaryOversee customer problem resolution.  Handle escalated calls as necessary.Assist in development and refinement of call center incentive compensation programs.  Responsible for bi-weekly payroll review and submission of correct entries for incentive programs.Perform other duties and responsibilities as requested or assigned.

 

ExperienceBachelors degree or equivalent business-related work experience required.3 to 5 years General Management experience required.  Experience and knowledge in call center activities and workflow highly preferred. Experience muct be as a GENERAL MANAGERDemonstrated quantitative capability.

 

 

QualificationsManagement skills:  Demonstrates leadership skills and ability to drive superior performance.  Capable of working independently under minimal supervision and following directions.  Ability to evaluate employees.  Ability to use sound judgment to accomplish results.  Able to play key role in employee satisfaction and retention.Communication skills:  Possess excellent verbal and written skills, including good grammar and a well modulated, articulate speaking voice.  Ability to listen attentively to others.  Ability to effectively present information and respond to questions from management and staff.  Ability to communicate effectively with executives, managers, and employee teams.  English ? bilingual in Spanish a plus.Customer service skills:  Ability to maintain a strong and positive customer service orientation.  Communicate direction in a positive and professional manner.Analytical skills:  Ability to quickly discern issues, collect data, establish facts, and draw valid conclusions.Technical skills:  Must have proficiency with Windows applications, Word, Excel, Outlook.Stress tolerance:  Ability to handle multiple tasks simultaneously.  Able to work effectively under stressful working conditions.People skills:  Possess teamwork and positive attitude.  Ability to motivate, coach and work well with others to achieve common goals.Organizational skills:  Ability to concentrate and prioritize.  Detail oriented.  Organize effectively and follow-up to ensure task completion.  Possess good time management skills.Flexibility:  Ability to work shift times that are not normal business hours of operation.  Candidate must possess working knowledge of call center operations and demonstrate ability to perform efficiently as a call center representative.  Must flexible and adaptable to change.

 

BenefitsCompetitive salary & sales incentive plansEmployer paid health, dental and life insuranceSupplemental insurances401KGenerous paid time off annuallyNo relocation benefits for this position available