Contact Center Manager Position Available In Gwinnett, Georgia
Tallo's Job Summary: The Contact Center Manager position in Duluth, GA seeks a dynamic leader to oversee a team of travel consultants. Responsibilities include coaching, performance management, training, and client escalations. Qualifications include a Bachelor's degree, 5+ years of contact center leadership experience, and proficiency in MS Office and travel systems. This role emphasizes team development, operational efficiency, and customer service excellence.
Job Description
Contact Center Manager 3.2 3.2 out of 5 stars
Duluth, GA Position Overview:
We are seeking a dynamic and results-driven Contact Center Manager to lead a high-performing team focused on delivering outstanding customer service. This role requires a strong leader with a passion for people development, operational efficiency, and enhancing the customer experience.
Key Responsibilities:
Coach, manage, and motivate a team of travel consultants to meet or exceed performance goals Lead team performance management including goal setting, reviews, and documentation Drive continuous improvement in service quality through training and adherence to quality management programs Monitor KPIs and performance data to optimize operations and improve client experience Handle client escalations with professionalism and use them as coaching opportunities Conduct regular 1:1s, team meetings, and employee engagement initiatives Collaborate with Workforce Management to ensure proper staffing and shift coverage Stay current on policies, compliance, and HR protocols Contribute to building a productive, fun, and collaborative team culture
Qualifications:
Bachelor’s degree in business or related field, or equivalent experience 5+ years of leadership experience in a professionally managed contact center Experience in travel management preferred Strong computer skills; proficiency in MS Office, Google Suite, and GDS/travel systems Proven ability to coach, develop, and retain high-performing teams Exceptional communication, analytical, and problem-solving skills High standards for ethics, accountability, and client service
