Operations Manager
Location
United States
Posted
16 days ago
Salary
$60K - $82K / year
High School3 yrs expEnglish
Job Description
• Provide necessary leadership, development, mentorship and direction to ensure CTM is providing high level of customer service.
• Interact with both internal and external team members to achieve and maintain operation delivering high quality and efficient service.
• Manage multiple facets of quality and established metrics related to Customer Experience.
• Maintain up-to-date knowledge of team skill set, along with client specific processes and policies.
• Communicate quality and service commitments to agents.
• Respond to customer requests and issues regarding service or team members.
• Review operational key performance indicators to address issues.
• Work with management teams to gauge agent and office quality and training needs.
• Maintain positive relationships with team members.
• Assist in planning and implementing new service products, programs, and initiatives.
• Participate in problem-solving and root cause analysis.
• Create and maintain a team-oriented environment and positive rapport with team members and clients.
• Coach, mentor and motivate team members to meet goals and standards.
Job Requirements
- High School Diploma or equivalent is required.
- Three to five years’ experience in the travel industry with successful management and/or supervisory skills strongly preferred
- Proficiency in Sabre, Microsoft Word, Outlook
- Effective communication skills: ability to communicate in a manner which ensures message is understood by all.
- Excellent diplomatic skills: the ability to establish and maintain positive relationships with both internal and external team members.
- Ability to deliver excellent internal and external customer service.
- Excellent problem-solving and trouble-shooting skills.
- Exceptional relationship management skills.
- Must have the ability to motivate, develop and effectively manage members of his/her team.
- Self-motivated and able to work well with frequently shifting priorities.
- Must be willing to book travel when necessary.
Benefits
- Company Paid Basic Life & AD&D Insurance
- Company Paid Short-Term Disability
- Voluntary Long-Term Disability Insurance
- Robust Wellness Program with incentives available to save money on your medical insurance premiums.
- Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage
- Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.
- Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.
- Flexible Spending Accounts
- Dependent Care Savings Account.
- Dental Insurance Plan
- Vision Insurance Plan
- 9 Company Paid Holidays including the day after Thanksgiving.
- Generous paid time off programs for vacation and sick days
- Employee Assistance Plan with access to Talk Space Therapy
- Family Medical Leave
- Paid Parental Leave (4 weeks)
- Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
- Bereavement Leave
- 401(k) Retirement Plan with a generous match per pay period
- Student Loan Payment Match
