Ejecutivo de Telemarketing - Colonia Polanco, México - BCD Meetings & Events

BCD Meetings & Events

Empresa verificada

Colonia Polanco, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Where will
***
your
***
career take you?

We're not just any travel management company.

We help clients

_travel smart_

and

_achieve_
***
_more._

Manager, Operations

Job Summary:

The Manager, Operations is responsible for the overall management and performance of the travel operations including operational performance, client servicing and retention, employee management and budgetary and cost management.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry, call center operations and client servicing.

Essential Duties and Responsibilities:

Handling incoming requests -

Strong understanding of a client policies and processes, determining the impact to the operation team as changes are implemented
Strong understanding of a client policies and processes, determining the impact to the operation team as changes are implemented
Has a strong understanding and accurately and provides direction on a large spectrum of travel supplier rules
Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.)
Supports BCD Travel and client driven initiatives
Leads the effort or provides direction to review current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met

Quality and Service Excellence -

Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals
Consistently follows BCD Travel guidelines
Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals
Ensure customer satisfaction is measured and goals are met; implementing plans for continuous improvement
Serves as the primary liaison between the Account Manager and the operational staff; ensuring all client needs are met
Reviews customer servicing metrics; seeking and implementing improvements and ensuring goal levels are met
Serves as the escalation point for client and/or customer issues, ensuring customer satisfaction
Provides direction to the team for improved customer satisfaction
Balances the needs of the customer/client and operational need to ensure efficiency and effectiveness

Teamwork and Communication -

Seeks opportunities to review operational processes and the commercial relationship with customer, provides and implements suggestions for improvement
Assists team efforts and provides direction to the team to move market share to BCD Travel preferred suppliers
Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning
Provides team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad hoc coaching
Oversees and assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved
Works with performance data to maximum the effectiveness and efficiency of the team
Creates a positive work environment
Responsible for employment related act ivies such as hiring and onboarding of new employees, disciplinary actions and terminations
Maintains the highest level of integrity as a representative of the company; abiding all company policies and procedures
Uses positive language and word choices to avoid negative reactions
Applies proper communication guidelines (clear, concise and personal) to interactions
Actively communicates on all areas impacting the team, including performance against goals, changes in the business, etc.

General management responsibilities -

Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement
Monitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operations
Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and onbudget
Manages overall budget and performance against budget
Responsible for evaluating and maintaining operation staffing
Responsible for all assigned administrative tasks
Leads change efforts, providing information and communication
Identify and communicate risks, issues and benefits to the operations and/or the customer
Delegates work to others for improved results and individual growth as applicable

Required Qualifications: