Contact Center Manager

hace 2 semanas

San José, Costa Rica Europe Express A tiempo completo

**Summary**:
The team at Europe Express is looking for an experienced, dynamic, travel industry professional to lead our inside sales support team. The Contact Center Manager is responsible for managing the daily duties and workflows of pre-trip requests from the travel agent community.

**What You Will Be Doing**:

- Actively leading and supporting contact center staff and driving performance to achieve goals
- Handling the prioritization and distribution of tasks
- Schedule team availability to meet inbound call volume needs for lead development representative team
- Ensure contact center objectives are being met which includes setting weekly/monthly/annual KPI’s, all agent metrics, and tracking individual progress towards company goals
- Lead effective 1 on 1 meetings with your team, including performance reviews and coaching sessions
- Participate in department meetings and trainings and collaborate with peers to identify and improve processes to positively impact team
- Drive customer experience and remain available to resolve customer concern issues directly with our partners
- Assist management with daily duties in their absence
- Build and cultivate an atmosphere encouraging teamwork within the entire company
- Other duties as assigned

**What We Are Looking For**:

- Five plus years of successful contact center management, sales support management, or inside sales management experience
- Proven leadership ability to influence, develop, and empower employees to achieve objectives with a team approach
- Excellent presentation and public speaking skills
- Ability to communicate effectively and efficiently with all levels of employees
- Previous travel industry experience preferred
- Highly focused on internal and external customer solutions and happiness
- Intermediate knowledge of MS Office products, reservations systems, Salesforce and GDS, preferably Amadeus
- Proven ability to work under pressure and meet deadlines, ability to multi-task and work in a fast-paced environment
- Fluent in English; written and verbal

**What We Offer**:

- Hybrid position
- Competitive base pay
- Statutory Benefits
- Travel discounts
- Flexible shifts available

**Home Office Requirements**:

- Dedicated work space free from distractions
- Stable home internet connection
- 30 mbps download - minimum
- 6 mbps upload
- Wireless connection preferred

**Our Values**:
Care
- We care genuinely for our teammates, customers, suppliers, community, and environment

Collaboration
- We create a supportive team-oriented atmosphere where we can share our aspirations and vulnerabilities

Courage
- We empower everyone to share their unique perspectives, so we can think boldly, own our mistakes, and adapt quickly

Passion
- We take pride in doing great work, because we love it

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

LI-KD1

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