Director

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Summary:

Responsible for the oversight of program operations, which includes day to day operations, facilitating proper coordination among departments, ensuring accounts deliver expected results, meeting external or client’s KPIs and internal KPIs, while meeting revenue targets.

Motivate the site leadership team for success and growth, help Business Leaders to tactically employ strategies, and place the site in a ready position for prospective clients and new logos.

Essential Duties & Responsibilities include the following:  Other duties may be assigned by the Department Head and / or its representatives

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
• Responsible for development and administration of annual department budget to attain business goals with operational stability,
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction,
• Find and close new revenue opportunities within the existing client base,
• Ensure compliance with regulatory agency guidelines and standards

Education & Experience

• Bachelor of Science degree or higher preferred,
• Minimum 5 years of Call Center/Contact Center management experience,
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
• Exceptional ability to develop and manage results-oriented recruiting and training programs,
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
• Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!