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Travel Contact Manager
AAA Mid-Atlantic Inc
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Do you have…
• A commitment to providing exceptional service?
• Professional expertise and a passion for what you do?
• A high level of integrity?
• An ability to work independently and collaboratively as a team member?
• Creative thinking and problem-solving skills?
• Dedication to developing your own skills and knowledge?
Our most successful associates demonstrate these qualities every day.
We are looking for a professional with Leisure Travel, Management and Contact Center Operations experience interested in working at AAA – a company known for its stellar brand, exceptional Member service, a leader in the travel industry and an award-winning work environment. AAA provides a bonus program + full benefits consisting of medical, dental, vision, 401K with a 7% match feature, employee discounts, tuition reimbursement, free AAA membership and so much more!
Dimensions/ Accountabilities:
Operates 24/7
4 TCC Supervisor(s)
45 – 50 Frontline Associates
Oversees support of online travel bookings for other AAA Clubs
Over $2 million in total TCC travel revenue
Supports ACA stores with direct inbound air calls and overflow/afterhours cruise and tour calls
Essential Functions:
Manages the contact center daily operations and identifies emerging trends. Develops strategies to adjust to the changing landscape of the operation. In conjunction with HR- recruits, trains and develops team members. Provides leadership guidance to Supervisors and Associates, identifies skill development needs, handles escalated travel complaints/issues and ensures high quality Member service. Uses sound business judgment to resolve service or operational issues. Partners with Travel Syndication Technologies (TST) resources to oversee support of online travel bookings and resolve issues for AAA clubs utilizing the TST platform. Supports Store operations through overflow call support and travel agent paperwork processing. Creates solid relationships with key business line partners. Keeps TCC Director informed of outstanding department issues or concerns.
Duties/Responsibilities/Scope:
Level I
Associate Management: 35%
• Develops solid communications internally/ externally to foster teamwork and achieve solid performance
• Manages departmental staffing requirements, and through the direction of the Supervisors, makes daily work assignments to ensure optimum service to our Members.
• In conjunction with Human Resources, conducts interviewing, hiring, and administers any disciplinary actions with associates, up to and including termination.
• Develops Supervisor skill sets to enhance performance and identifies team trends creating development plans to increase overall operational performance of the center.
• Provides effective leadership and guidance to TCC Associates by monitoring performance, providing feedback in conjunction with the Supervisors, administering monthly and annual performance evaluations. Administers corrective disciplinary actions as necessary.
• Identifies training needs and works with appropriate departmental, business line and corporate training resources to ensure those needs are met.
Planning and Goal Setting: 25%
• Monitors sales/service production and goals of the center.
• Develops sales/service initiatives and incentives to ensure achievement of goals.
• Assists with the creation of expense/salary budget for multiple budget units within the center; manages to a functional budget.
• Meets or exceeds revenue and net operating income.
Operations: 35%
• Ensures complete understanding by agents of all travel promotions, incentive programs, and technologies.
• Supports Associate skill development by providing guidance to the Supervisor team as development plans are created
• Monitors contact center operation to ensure adherence to corporate and departmental policies and procedures.
• Ensures operational coverage 24/7
• Direct management of Supervisor team
• Analyzes timely and accurate reports in support of the contact center operation and takes action to address areas needing improvement as well as recognizing agents for outstanding performance.
• Manages TST operational support and ensures service levels meet contract obligations
• Remains up-to-date on latest computer and telecommunications technology designed to maximize the efficiency of the contact center environment.
Customer Service/Problem Resolution: 5%
• Fully understands and can accurately interpret Club policy to answer Member and Associate questions. Provides associates with all necessary instructions and information to ensure a complete understanding of AAA travel products and services.
• Using sound business judgment, makes decisions regarding policy exceptions and resolving member concerns.
• Investigates and resolves all member complaints.
• Maintains effective relationship and communications with all preferred vendors representatives.
• Performs miscellaneous job related duties, as assigned, across all areas of the Travel Contact Center.
Level II
• Same as Level I with following additions.
Planning/Goal Setting
• Working with Director, develops strategic plans for TCC.
• Participates in new travel technology, telecommunications, and/or new product introduction projects as required.
• Researches and recommends implementation of new technology and procedures to increase productivity and quality of service to members and to minimize paperwork.
• Participates in corporate committees or projects representing TCC.
• Fills in for Director as necessary.
Requirements:
Level I
• Ability to manage diverse functions and effectively motivate staff, work with all levels of associates, and possess a strong managerial and technical background at a level normally acquired through the completion of a Bachelor's Degree or equivalent combination of education and experience with a minimum of 5 to 8 years supervisory experience in a high volume travel agency environment.
• Effective organizational, interpersonal and communication skills (oral and written) to enable accurate completion of assignments and constructive interaction with others at all levels.
• Ability to work overtime and/or weekends as necessitated by weather and/or business conditions.
• Working knowledge of personal computer and travel-related applications.
• Working knowledge of ARC and IATAN regulations.
• Experience with Apollo, online booking systems and email distribution systems.
• Achievement of Certified Travel Agent (CTA) certification within 18 months.
Level II
• Ability to manage diverse functions and effectively motivate staff, work with all levels of people, and possess a strong managerial and technical background at a level normally acquired through the completion of a Bachelor's Degree or equivalent combination of education and experience with a minimum of 8 to 10 years of experience in a high-volume, travel agency environment, with at least 3 years in a manager's role.
• Demonstrates proficiency in managing a high-volume contact center with a proven track record in meeting and/or exceeding organizational standards.
• Demonstrates a high level of applied knowledge and understanding of the department's system and personal computer applications.
• Demonstrates a high level of applied knowledge and understanding of the telecommunications systems and its reporting technologies as they relate to the member services areas.
• Demonstrates ability to effectively develop strategic plans for workforce management.
• Achievement of Certified Travel Counselor (CTC) certification within 2 years.
Manager/Supervisor Competencies
Communication
Clearly presenting ideas and information; facilitating two-way communication; modifying communication style according to audience; sharing ideas and best practices. practices
Teamwork and Interpersonal Skills
Building trust and collaborating with others to achieve results; partnering with other leaders, helping and sharing resources; collaboratively striving for the constructive resolution of issues and barriers that impede cooperation.
Customer Focus
Reviewing customer needs and concerns, and prioritizing accordingly; handling customer issues escalated from associates; monitoring and enhancing customer satisfaction.
Talent Management
Setting clear performance targets and coaching to enhance performance; providing opportunities for associates to develop new skills; delegating effectively; recognizing and rewarding associates who exceed expectations; motivating associates.
Decision-Making
Seeking input and data to understand issues and support decisions; making timely decisions and taking appropriate action; demonstrating sound judgment; standing by decisions when challenged.
Planning and Organizing
Managing office operations and ensuring appropriate staffing levels; determining objectives and priorities effectively; stipulating time, actions and resources required to achieve objectives; multitasking while maintaining focus and quality.
Innovation/ Managing Change
Generating new, creative ideas and solutions and encouraging others to do the same; understanding, accepting, and advocating for organizational changes.
Results Orientation
Setting challenging goals; dedication to and striving to meet standards of excellence; taking personal accountability for delivering high-quality results; taking on additional responsibilities; persisting in the face of obstacles.
Applicants have rights under Federal Employment Laws:
The Equal Employment Opportunity (EEO)
The Employee Polygraph Protection Act (EPPA)
The Family and Medical Leave Act (FMLA)