(Hybrid) Travel Contact Center Manager Position Available In Gwinnett, Georgia

Are you passionate about developing talent, enhancing performance, and delivering outstanding customer experiences? We are currently seeking a Contact Center Manager to join our team and play a key role in driving operational excellence and elevating client satisfaction.

MUST HAVE

Group Travel Booking & Group Travel experience

Position:

Contact Center Manager Location:

Hybrid (Duluth, GA)

Salary:

$70,000•$85,000

Schedule:

Full-Time 10:00AM•7:00PM or 9:00AM•6:00PM M-F (Hybrid after training)

Key Responsibilities:

Serve as a subject matter expert on company services, solutions, and value propositions. Lead, coach, and motivate a team of travel consultants to achieve high standards in customer service and performance. Drive adoption and execution of the Quality Management program, ensuring consistent quality standards. Conduct regular one-on-one coaching, performance reviews, and team meetings. Monitor and manage team performance, identifying opportunities for growth and improvement. Handle performance management, including documentation, goal setting, and review delivery. Ensure compliance with company policies, HR requirements, and industry regulations. Collaborate with Workforce Management to ensure adequate staffing levels. Manage client escalations with professionalism, using incidents as learning opportunities. Analyze KPIs and operational data to identify areas for process optimization and improved customer experience. Foster a positive, engaging, and rewarding work culture.

Qualifications:

Education:

Bachelor’s degree in business or a related field, or equivalent experience.

Experience:

5+ years of leadership experience in a professionally managed contact center. Background in travel management or related services preferred.

Technical Skills:

Proficiency in MS Office, Google Business Suite, internet, chat, and email communication tools. Familiarity with GDS systems and travel/contact center platforms.

Leadership Competencies:

Proven coaching, mentoring, and team development abilities. Skilled in employee engagement and performance management.

Key Competencies:

Exceptional communication and interpersonal skills Analytical and problem-solving abilities High ethical standards and accountability Strong relationship-building capabilities Detail-oriented with a focus on operational efficiency Client-focused mindset For immediate consideration please send your email to austinbustos@employbridge.com

Subject:

Contact Center Manger