Director Operations
Director Operations
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- 10 years experience managing leaders in a contact center or Branch location
- 4 year degree in operations business or a related field (preferred)
- Working knowledge of telecommunications and IT
- Personnel responsibilities equivalent to five to seven years in sales/travel
- Industry management positions
- Experience with P & L accountability
- Strong knowledge and experience in marketing and commercial sales
- Solicitation
- CMS
- Microsoft Office products
- General travel knowledge
- Strong oral and written communication skills as well as a strong technical and analytical aptitude
- Multiple years of strong leadership skills
- High Degree of Emotional Intelligence
- Strong Critical Thinking abilities
- Proven ability to lead large teams through change and driving employee engagement
- Excellent knowledge of Operations and organizing work.
- Ability to travel up to 25 of the time
- Position has budget accountability.
- Strong leadership and interpersonal skills.
- Ability to cultivate an environment of Continual Improvement
- Work in an office environment using a computer for a significant amount of time.
- Ability to travel frequently
- Must sit in larger CWTSatoTravel Contact Center location San Antonio DC.
Reporting directly to the Military & Government (M&G) Functional VP the Director Contact Centers is responsible for overall leadership and operations of the Hub contact center and associated Spoke branch locations relentlessly pursuing the delivery of Carlson Wagonlit Travels (CWT) customer experience.
By providing strong leadership sound strategic and tactical and continuously improving employee and customer satisfaction the position will drive balanced success in the areas of service efficiency and revenue.
People Leadership
- Daytoday direct management of up to 10 Team Leaders and 2 Site Leaders
- Provide leadership to 250 300 M&G branch locations contact center and virtual employees
- Partner with workforce management to maintain appropriate staffing levels
- Ensure CWTs service quality and productivity requirements are being met within the contact centers and branch locations.
- Develop strong partnerships across other contact centers and Centers of Excellence (HR Finance Workforce Sales Program Management etc) to drive of strategic initiatives
- Create a dynamic and vibrant culture through leadership presence and employee engagement
- Lead and build a high performance culture through supervisory activities including talent selection and development performance coaching and discipline assigning and directing work reward and recognition of employees etc
Business Leadership
- Create a culture of passion around delivering the ultimate customer experience through engagement and empowerment in work with colleagues and staff
- Oversee the daytoday operations of multiple contact centers and branch locations various areas.
- Knowledge and adherence of contractual requirements for Military and Civilian Government clients.
- Serve as a member of the Traveler Services leadership team to develop strategies for growth and client excellence. Develop innovative ideas solutions and opportunities to achieve business objectives.
- Promote a salesdriven culture by driving strategies and of revenue opportunities
- Effectively and proactively manages to KPIs and targets (financial budget service level achievement staffing levels etc) analyzing and acting upon any variances from plan
- Work across functions and geographies to monitor trends and patterns in business performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement.
- Analyze key financials for updates on business performance. Communicate with staff at all levels to ensure knowledge of progress gaps in performance and link of individual contributions to overall business objectives
- Make recommendations and initiate projects to improve the efficiency revenue and/or serviceof the operation
- Provides consistent communication and inputs to key partners in Program Management Client Experience Sales etc regarding service and technical issues
- Collaborate with peers in other areas and lines of business to share best practices identify opportunities for improvement and work together to better serve the customer and engage the workforce control operating expenses.
- Maximizes bottom line by delivering business to our preferred vendors.
- Ensures open verbal and written communication with branch locations and contact centers.
- Keep immediate supervisor informed of major problems or unusual matters of significanceand takes prompt corrective action where necessary or suggests alternative coursesof action which may be taken.
- Perform all duties and responsibilities in a timely and effective manner in accordance withestablished company policies to achieve the overall objectives of this position.
- Initiate and execute on succession plans within area of responsibility
- Perform other duties and responsibilities as required or requested including special projects.
Required Experience:
Director
Employment Type
Full Time
