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Associate Director, Operations

People are what drives Fareportal. We are one of the fastest growing online travel companies in the world; our portfolio of travel brands receives over 100 million visitors annually.

We are seeking a Associate Director of Operations for our Las Vegas office. The right candidate will not only manage day to day Customer Service operations. Handling the department goals and standards for service, quality, and overall customer experience. This position is responsible for demonstrating CheapOair Customer Operations service standards and developing employees through coaching, counseling, review quality assurance, conducting one-on-one meetings, and overseeing employee’s performance and productivity.

Responsibilities:

  • Assess and analyze agent performance based on a systematic, performance management system that measure both metric and service standard goals
  • Assist and manage all our Agents, Team Leaders, and SOD’s on the fly with escalated cases
  • Drive Customer Service and Sales Strategies to meet established goals and targets
  • Analyze and present findings on daily MIS report if there is a shortfall or overage in actual compared to target in Customer Service, Sales, Attendance and other areas
  • Take ownership and accountability for the performance of direct reports while acting as a mentor
  • Serve as a point of contact for India operations to all global stakeholders
  • Provide quantitative analysis to help drive profitability
  • Effectively manage and create a highly motivated and focused CS, Sales and Exchange workforce
  • Set clear targets for the teams and monitor performance
  • Reduce Customer Complaints by proactively training and enforcing a strong commitment to customer satisfaction
  • Assist in developing and implementation of incentive strategy and program to drive revenue goals and improve CSAT
  • Prepare periodic dashboards showing Actual Vs Goals performance for Senior Management review
  • Identify areas of “Missed Sales Opportunities” and implement strategies to successfully redeem these
  • Achieve customer service excellence including measurement and continuous improvement by actively capturing and reviewing “Voice of Customer”
  • Conduct appraisals, reviews, incentives, salaries, raises, rewards and recognition for direct reports
  • Create and Manage Specialized Teams to maximize revenue opportunities and conversions (phone sales, email sales, Web chat, Product Sales, etc.)
  • Make sure all policies are complied, fees structure is followed, no circumvention of Airlines inventory is done
  • Implement best practices and continuous process improvement in Sales Processes
  • Manages day-to-day processes and other duties assigned

Requirements:

  • Bachelor’s Degree in any Stream, MBA preferred
  • Minimum of 10 years of travel industry experience; must have strong working knowledge of one or more GDS’ (Sabre, Amadeus) and 3rd party software within the airline domain
  • Excellent written and verbal communication skills and working knowledge in various stages of project management, SOW, design, planning, prioritization and resource management
  • Must be a self-starter and problem-solver with excellent interpersonal skills and a “can-do” and “get the job done” attitude
  • Must be comfortable working within a fast-paced multi-departmental company environment
  • Must have demonstrated ability to work successfully across different cultures and regions
  • Experience within a multinational Contact Center environment required and their respective processes (within the travel industry preferred)
  • Complete understanding of the front/middle/backend workflow processes and concepts within a travel industry Contact Center
  • Must have a firm understanding and experience with service level agreements
  • Excellent track record of work experience within the field and achievements

What we offer

  • Plenty of vacation time
  • Flexible work hours
  • Medical, dental and vision benefits
  • Flexible spending accounts
  • Travel benefits
  • Team outings
  • Corporate discounts
  • Breakfast bar
  • Unlimited coffee
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