Call Center Manager

Insight Vacations, the premier tour operator to Europe, USA, Canada, and the Eastern Mediterranean is currently seeking a Call Center Manager for its Anaheim, CA office.  This person will be responsible for the Insight Call Center to include a Supervisor, Trainer, Reservations Support team, and a staff of 15-20 Call Center Agents.

 

Responsibilities:Hiring, training and retaining good people will be one of the main priorities.Developing and mentoring staff.Work with the Call Center Operations team to understand and proactively manage the daily and weekly performance data that is provided.Work closely with upper management to implement efficiency improvement ideas and process improvement initiatives.Manage the business processes within the parameters that have been agreed by all insides sales teams, and as subsequently documented in our process mapping.Manage the Call Center budget efficiently and effectively.Manage the staff incentive plan and provide spot incentives as a motivational tool.Manage and measure call handling within your team to ensure efficiency of call volume and maintenance of queues.Daily coaching of employees in customer services skills, assist them in using effective communication and listening skills to improve customer satisfaction.Daily coaching of employees in sales techniques by using suggestive selling, offering products beyond the initial request and encouraging them to obtain deposits.Manage and oversee weekly time card issues, approve OT, check attendance, ensure proper HR procedures are being followed by employees.Conduct employee performance evaluations and be a means of support and encouragement amongst your team members.



Qualifications:3 to 5 years supervisory experience within a Call Center environment.College degree preferred.Travel industry experience preferred.Proficient in MS Word, Excel, PowerPoint and Outlook.  Knowledge of Tropics/Longitude/Sabre preferred.Must have excellent verbal and written communication skills.Able to manage and motivate a team.



We offer an excellent benefits package that includes medical, dental, 401K w/ company match, tuition reimbursement, rideshare incentives, travel discounts, and a great work environment.  Please submit resume and cover letter w/ salary history to: hr@insightvacations.com .