Vice President - Account Manager

As an Account Manager, you are to lead the team to meet the quantitative and qualitative goals within the established guidelines and client contracts including sales, technology, customer service and security compliance.

Job Responsibilities 

• You will provide leadership and coaching to a Team of Managers and 400 contact center agents. 
• You will ensure all performance metrics are achieved through coaching and developing Managers and Supervisors, oversight of the travel consultant’s performance management; to include adherence to schedules, sales, and defect rate, managing and motivating the call center staff to meet customer service performance goals and completing annual performance reviews for direct reports.
• You are to plan, manage and control the day-to day activities of the operational team to ensure deadlines are met in accordance with internal and external customer expectations.
• You will be responsible for the successful implementation of operational strategies and evaluates the need for improvements as it relates to initiatives and lines of technology supported by the call center operation. 
• You will assesses service level, operational efficiencies and stream lining processes to ensure that our client’s requirements are met in a cost effective manner. 
• You will formulate and implement new projects, policies, and procedures for the department to achieve specific operational goals.
• You are to provide client service support to strength relationships with each client by facilitating routine client calls, participating in client visits, handling escalated calls and providing resolution(s) and making presentations. 
• You will evaluate and suggest the best methods for reducing cost, increasing revenue opportunities and improving overall profitability across the operation. 
• You will lead regular meetings to review performance to goal as established by the General Manager.

Required qualifications, capabilities, and skills

• Bachelors Degree or equivalent work experience.
• Minimum of 5 years of management experience in an inbound customer service / sales call center environment. 
• Travel industry experience required 
• Experience with Travel Industry technologies including GDSs (WSPN, Sabre, Apollo) preferred
• Demonstrated strategic planning, analytical and problem solving skills utilizing creativity and innovation.
• Strong interpersonal and communication skills; excellent written, verbal and presentation skills.
• Project management skills; proven leadership ability.
• Ability to manage multiple priorities with tight deadlines.
• Experience with Call Center technologies (Avaya and IEX preferred)
• Proficient in MS Office products.