Description

Lead an 18–20 person team in a hospitality and travel customer service program, owning performance metrics and operational delivery.

This role is on-site.

Responsibilities

• Drive performance results for telephony, utilization, productivity, attendance, and attrition.
• Manage administrative tasks including attendance tracking, queue administration, and corrective delivery.
• Develop, train, and manage team members to improve professional skills and performance.
• Analyze data reports to produce effective strategies and maintain service quality.
• Communicate client needs and relay timely, accurate reports to leadership.

Required Skills

• 5+ years of experience in management roles.
• Proven experience managing teams of 18 to 20 associates.
• Direct experience supporting hospitality or travel programs in a customer service environment.
• Proficiency in managing chat, email support, and backoffice operations.
• Hands-on experience with attendance tracking and queue administration.
• Deep understanding of metrics, measurement thresholds, and targets.
• Strong ability to manage multiple schedules, meetings, and initiatives simultaneously.
• Demonstrated leadership in issue resolution and process improvement.

Preferred Skills

• Bachelor’s Degree or Associate Degree.

Key Skills

Education

Bachelor’s Degree