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Director of Client Services

Director of Client Services, Operations, Call Center, Contact Center

Summary:

The Director of Client Services will direct and coordinate the day to day activities of one or multiple client facing departments within Operations to match the company’s priorities in order to provide best in class service towards client service support mainly for our hotel product in a fun, fast-paced, call center environment. The right person will maximize investments, morale and increase efficiency for the Business to Business (B2B) and Business to Consumer (B2C) sectors.

Primary Responsibilities:

  • Directly responsible for the vision and success of one or more multiple departments within Operations
  • Responsible for the strategic planning of and leading a team to execute against corporate goals, objectives, and expectations provided by the senior leadership in Operations especially, the Executive Vice President of Operations, in the client relations/customer service area
  • Develop and maintain an environment that encourages personal development, accountability, communication and coaching/development of employees
  • Develop and maintain internal, cohesive relationships with key players in Senior Leadership of other departments to establish effective problem resolution and process improvement towards the achievement of exceptional service to our clients
  • Prepare budgets for approval, including those for funding and implementation programs and effectively manage the costs of Client Services to the budget throughout the year
  • Analyze all client-facing operations to evaluate the performance of its staff in meeting objectives and to determine areas of potential cost reduction, program improvement or policy change, developing action plans and prioritizing steps to act against metrics when they are not being met
  • Establish departmental responsibilities and coordinate functions among departments while implementing corrective action plans to solve organizational or departmental problems
  • Responsible for accountability, development, and training of all departmental leadership
  • Work closely with all Operational leadership and other departments to create, implement, organize and maintain all departmental policies, procedures, and activities to maximize returns on investments and increase productivity
  • Responsible for the direction of daily KPI's, statistics, coaching, feedback, recognition, and accountability of the staff in multiple locations
  • Assist in setting up and maintaining consistent levels of service, organization, and staffing in regional offices 

Minimum Requirements:

  • Minimum Bachelor’s Degree in Business Administration or related field
  • Minimum four (5) years’ experience in travel, hotel or related customer service
  • Minimum four (4) years’ experience in leadership positions
  • GDS and/or call center experience preferred
  • Proven history in leadership development and leadership success amongst large teams, preferably in multiple locations
  • Strong experience in hiring/training multiple types of skill sets to exceed customer expectations
  • Intermediate understanding of Windows/Microsoft programs
  • Ability to understanding the depth of call center metrics
  • Ability to manage high level, cross-functional teams
  • Excellent oral and written communication skills with the ability to communicate ideas and solutions effectively at a high level
  • Excellent leadership, client relations, presentation and interpersonal skills
  • Strong analytical, time and project management skills
  • Experience in the global marketplace preferred
  • Experience in utilizing Customer Relationship Management and Call Management applications such as Cisco or comparable phone systems preferred
  • Must be able to work a flexible schedule that may rarely include nights/weekends
  • Must be willing to travel 20% of the time

About the Company:

Tourico Holidays is the world’s fastest-growing travel distribution company. For 22 years, our valued partners in the travel industry have helped us “Connect Dreams to Destinations” across the globe. With over 800 employees stationed around the world, we are able to not only support the demand of 3,873 clients in 100 countries, but also provide enticing travel products in 6,271 destinations to convince the unconvinced to travel, and travel more. Through global distribution, unique opportunities, and cutting-edge technology, Tourico Holidays aims to provide you with incremental growth while lowering the cost of transactions.

Benefits:

The company offers a comprehensive benefits package for employees and eligible dependents including medical, dental, vision, and life insurance through UnitedHealthcare. A matching tax-deferred 401(k) plan is also available up to 4%.  Employees receive paid time off, plus nine company holidays and a floating holiday.  Access to travel discounts is offered as an employee benefit including Walt Disney World Passes.

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