Sr. Director Contact Centers – Traveler Services
Carlson Wagonlit Travel (Hauptsitz Deutschland) / CWT Beheermaatschappij B.V. Deutschland, Saint Louis, Missouri, United States, 63146
Reporting directly to the Americas Functional Vice President, the Sr. Director of Contact Centers is responsible for overall leadership and operations of the “Hub” contact center and associated “Spoke” centers, relentlessly pursuing the delivery of Carlson Wagonlit Travel’s (CWT) customer experience.
By providing strong leadership, sound strategic and tactical execution, and continuously improving employee and customer satisfaction the position will drive balanced success in the areas of service, efficiency, and revenue.
Responsibilities
Day-to-day direct management of up to 10 Team Leaders and 2 Site Leaders
Provide leadership to 500-600 contact center and virtual employees
Partner with workforce management to maintain appropriate staffing levels
Ensure CWT’s service quality and productivity requirements are being met within the contact centers
Develop strong partnerships across other contact centers and Centers of Excellence (HR, Finance, Workforce, Sales, Program Management, etc.) to drive execution of strategic initiatives
Create a dynamic and vibrant culture through leadership presence and employee engagement
Lead and build a high performance culture through supervisory activities including talent selection and development, performance coaching and discipline, assigning and directing work, reward and recognition of employees, etc.
Business Leadership
Oversee the day-to-day operations of multiple contact centers in various locations
Serve as a member of the Traveler Services leadership team to develop strategies for growth and client excellence. Develop innovative ideas, solutions and opportunities to achieve business objectives.
Promote a sales-driven culture by driving strategies and execution of revenue opportunities
Effectively and proactively manage KPI’s and targets (financial budget, service level achievement, staffing levels, etc.), analyzing and acting upon any variances from plan
Work across functions and geographies to monitor trends and patterns in business performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement.
Create a culture of passion around delivering the ultimate customer experience through engagement and empowerment in work with colleagues and staff
Analyze key financials for updates on business performance. Communicate with staff at all levels to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives
Make recommendations and initiate projects to improve the efficiency, revenue, and/or service of the operation
Provides consistent communication and inputs to key partners in Program Management, Client Experience, Sales, etc regarding service and technical issues
Collaborate with peers in other areas and lines of business to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce
Qualifications
10+ years’ experience managing leaders in a contact center (call center) environment
4 year degree in operations, business, or a related field
Previous contact center (call center) leadership
Multiple years of strong leadership skills
Proven ability to lead large teams through change and driving employee engagement
Primary Location Saint Louis
Employment type Standard
Job Family Travel Operations
Scope Regional
Travel Yes, 15 % of the Time
Shift Day Job
Organization P&T Business Platforms
Experience Level 7 to 10 years
Job Posting Apr 20, 2018
As an Equal Opportunity Employer/Affirmative Action employer, the organization will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin, veteran status, disability status, sexual orientation, gender identity or any other federal, state or local protected class.
CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please fill our contact form. In your message please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.
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By providing strong leadership, sound strategic and tactical execution, and continuously improving employee and customer satisfaction the position will drive balanced success in the areas of service, efficiency, and revenue.
Responsibilities
Day-to-day direct management of up to 10 Team Leaders and 2 Site Leaders
Provide leadership to 500-600 contact center and virtual employees
Partner with workforce management to maintain appropriate staffing levels
Ensure CWT’s service quality and productivity requirements are being met within the contact centers
Develop strong partnerships across other contact centers and Centers of Excellence (HR, Finance, Workforce, Sales, Program Management, etc.) to drive execution of strategic initiatives
Create a dynamic and vibrant culture through leadership presence and employee engagement
Lead and build a high performance culture through supervisory activities including talent selection and development, performance coaching and discipline, assigning and directing work, reward and recognition of employees, etc.
Business Leadership
Oversee the day-to-day operations of multiple contact centers in various locations
Serve as a member of the Traveler Services leadership team to develop strategies for growth and client excellence. Develop innovative ideas, solutions and opportunities to achieve business objectives.
Promote a sales-driven culture by driving strategies and execution of revenue opportunities
Effectively and proactively manage KPI’s and targets (financial budget, service level achievement, staffing levels, etc.), analyzing and acting upon any variances from plan
Work across functions and geographies to monitor trends and patterns in business performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement.
Create a culture of passion around delivering the ultimate customer experience through engagement and empowerment in work with colleagues and staff
Analyze key financials for updates on business performance. Communicate with staff at all levels to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives
Make recommendations and initiate projects to improve the efficiency, revenue, and/or service of the operation
Provides consistent communication and inputs to key partners in Program Management, Client Experience, Sales, etc regarding service and technical issues
Collaborate with peers in other areas and lines of business to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce
Qualifications
10+ years’ experience managing leaders in a contact center (call center) environment
4 year degree in operations, business, or a related field
Previous contact center (call center) leadership
Multiple years of strong leadership skills
Proven ability to lead large teams through change and driving employee engagement
Primary Location Saint Louis
Employment type Standard
Job Family Travel Operations
Scope Regional
Travel Yes, 15 % of the Time
Shift Day Job
Organization P&T Business Platforms
Experience Level 7 to 10 years
Job Posting Apr 20, 2018
As an Equal Opportunity Employer/Affirmative Action employer, the organization will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin, veteran status, disability status, sexual orientation, gender identity or any other federal, state or local protected class.
CWT also offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please fill our contact form. In your message please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.
#J-18808-Ljbffr