About the position
Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures. This position is 100% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship.
Responsibilities
• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics
• 80% of your day will consist of coaching and educating agents on how to improve their performance
• Create an environment focusing on fun, enthusiasm and accountability
• Take initiative and show leadership by creating performance improvement plans
• Administer coaching and disciplinary action when appropriate
• Handle both internal and client led performance discussions
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Must be able to take calls when needed.
• Act as the point of sale on all Domestic and International travel requirements, arranging both routine and complex travel for air, rail, car, and hotel accommodation, utilizing (GDS)
Requirements
• Must have experience using GDS Native Sabre 2+ years
• College degree preferred or equivalent work experience required
• Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
• Solid organizational, administrative, leadership and time management skills
• Ability to demonstrate personal ownership of tasks and follow through to obtain desired results
• Must have a keen sense of attention to detail
• Skilled in determining why and how tasks should be attempted and their effective completion
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
• Typing speed of 25 wpm
• Excellent written and verbal communication skills consistent with North American business standards
• Must have availability to work various shifts influenced by current business needs
• High school diploma or GED required
• Excellent attendance history is required
• Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks
Nice-to-haves
• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy
Benefits
• medical
• vision
• dental
• Employment Assistance Programs
• health and personal time off (HPT)
• leave programs
• 401(K) plans
• life insurance
• supplemental medical coverage
• critical care insurance
• pet insurance
• FSA plans
• retailer discounts