Director Operations

Overview

Director Operations - 170005AM. Reporting directly to the Military & Government (M&G) Functional VP, the Director of Contact Centers is responsible for overall leadership and operations of the “Hub” contact center and associated “Spoke” branch locations, pursuing Carlson Wagonlit Travel’s (CWT) customer experience excellence.

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.

• Day-to-day direct management of up to 10 Team Leaders and 2 Site Leaders
• Provide leadership to 250 - 300 M&G branch locations, contact center and virtual employees
• Partner with workforce management to maintain appropriate staffing levels
• Ensure CWT’s service quality and productivity requirements are met within the contact centers and branch locations
• 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 engaging 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

• Create a culture focused on delivering the ultimate customer experience through engagement and empowerment
• Oversee day-to-day operations of multiple contact centers and branch locations
• Ensure knowledge and adherence to contractual requirements for Military and Civilian Government clients
• Serve as a member of the Traveler Services leadership team to develop growth strategies and client excellence; develop innovative ideas and opportunities to achieve business objectives
• Promote a sales-driven culture by driving strategies and execution of revenue opportunities
• Manage to KPIs and targets (financial budget, service level, staffing levels, etc.), analyze variances, and implement corrective actions
• Collaborate across functions and geographies to monitor trends and identify improvement opportunities
• Analyze financials to report on business performance and ensure staff awareness of progress and gaps
• Recommend and initiate projects to improve efficiency, revenue, and/or service
• Provide consistent communication to key partners regarding service and technical issues
• Collaborate with peers to share best practices and optimize operations; manage operating expenses
• Maximize bottom line by delivering business to preferred vendors
• Maintain open verbal and written communication with branch locations and contact centers
• Escalate major issues to the immediate supervisor and pursue corrective actions
• Perform duties in a timely and effective manner in accordance with company policies
• Initiate succession planning within the area of responsibility
• Perform other duties and responsibilities as required

• 10+ years experience managing leaders in a contact center or branch location
• 4-year degree in operations, business, or related field (preferred)
• Working knowledge of telecommunications and IT
• Personnel responsibilities equivalent to five to seven years in sales/travel
• Industry management experience
• Experience with P&L accountability
• Strong knowledge and experience in marketing and commercial sales
• CMS, Microsoft Office products, and general travel knowledge
• Strong oral and written communication skills and strong technical and analytical aptitude
• Multiple years of strong leadership skills
• High degree of emotional intelligence
• Strong critical thinking abilities
• Proven ability to lead large teams through change and drive employee engagement
• Excellent knowledge of operations and organizing work
• Ability to travel up to 25% of the time
• Position has budget accountability
• Strong leadership and interpersonal skills
• Ability to foster continual improvement
• Work in an office environment using a computer for long periods
• Must sit in a larger CWT Sato Travel contact center location – San Antonio, DC

Arlington

Standard

Management

Scope:
Country

Yes, 25% of the time

Day Job

Customer Military & Government

Experience Level: 5 to 7 years

Apr 20, 2018

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