Call Center - Travel Industry

  • Personnel Travel Consultants
  • Morristown, NJ 07960, United States
  • Feb 08, 2017
Full time Call Center Management

Job Description

THIS IS NOT A REMOTE POSITION AND MUST BE BASED IN MORRISTOWN, NJ

Travel Industry background in a Call Center environment is Strongly desired.

Responsible for managing the performance and operations of the Reservations Department to ensure superior and consistent customer service to our Travel Agents and Direct Customers.  Lead and develop a sales culture that focuses on continuous improvement in the team.   Monitor key Call Center measures and trends to create efficiencies and improvements to client service.  Coach and develop staff to successfully meet and exceed company goals.

 

  1. Lead and manage Reservations team individual performance.
  2. Develop and implement operational practices within the team to maximize efficiencies and provide a high level of customer service
  3. Coordinate hiring and training of staff.
  4. Collaborate with Sales, Marketing, and Product Management to stay current on new products or program offerings within the business. Assist with sales generation in department.  Work with management to educate staff on new promotions and programs.  Responsible for communications and team development.
  5. Evaluate and keep up to date on the latest Call Center technologies. Implement any changes to improve Call Center performance and service to clients.

 Bachelor’s degree in Business or related field or equivalent experience.

Minimum three to five years managing staff in a Call Center environment.  Several years of experience developing and training staff to meet key performance measures.

Demonstrated ability to provide superior customer service in a fast-paced environment.

Experience in sales generation and program management.

Proficient in Microsoft Office Products and Sales-force.  Familiarity with Sabre is desired.

Strong presentation and communication skills.

Track record of being results oriented and quality driven.

 Occasional overseas travel.

GDS Required

Sabre

Salary Frequency

Yearly

Email

gayle@ptcptt.com

Minimum Travel Experience Required

3-5

Manage Others?

Yes