Senior Manager, Travel Services
Core
Lead and develop a diverse team of managers and Travel Experience Consultants to provide 24x7 customer support for travelers, ensuring operational accountability and high customer satisfaction.
Role type
Senior Manager, Travel Experience (Contact Center)
Builds
Standardized operational processes for a global 24x7 support organization
Domain
Travel Technology / Customer Support Operations
Required skills
Team leadership, Omni-channel contact center management, Process improvement, CRM management, Contact center application management, Performance management, Root cause analysis, Hiring and training
Preferred skills
Sabre, Amadeus, New Distribution Capability (NDC), Travel Management Company (TMC) experience, AI for business analytics
Technologies
Salesforce, ZenDesk, HelpScout, Five9, Freshdesk, Aspect, PureCloud
Responsibilities
Lead and develop a diverse team of managers and Travel Experience Consultants; Develop and globally implement standardized operational processes; Identify and deliver on process opportunities to improve scale; Work with Client Management to ensure customer retention; Monitor Call Queues (ACD) and SLA's; Conduct regular 1:1 meetings and formal reviews; Manage escalations and own customer issues; Develop processes to ensure recovery from common service issues; Screen for and interview new hires; Provide input for the New Hire Training Program
Seniority
Senior, hands-on IC
