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© Copyright P. Jason King
Associates, Inc. 07/03
CURRENT SEARCH JOB LISTING
Sales & Service/Call Center Management
$100,000 - $125,000+
|THIS IS AN EXCLUSIVE
The Director of Sales and Service is responsible for ensuring exceptional
guest service in our Sales and Service area. Through leadership and
continuous improvement, this position ensures sales growth without sacrificing
the quality and care of our guests and employees.
improvement to all sales systems, ensuring seamless service is provided
to clients while improving our overall sales performance.
- Ensure the efficiency
of our ACD call routing system and that the overall level of product
knowledge and sales training of our sales staff is maintained;
- Monitor call metrics
and reports to analyze the business and productivity;
- Ensure Sales and Service
Department delivers accurate and timely information and documentation
to our guests;
- Interact with IT to enhance
the reservation system to improve customer service and reduce inefficiency
- Liaise with Operations
Department to eliminate recurring complaints and customer service
- Eliminate dropped calls
and reduce the amount of ‘do not disturb’ and “make
busy” time on lines;
- Meet and exceed sales
targets, particularly in increasing the conversion rate;
- Lead the development
and empowerment of all Sales and Service staff.
- Implement a system that
allows guests to provide feedback on the pre-sale, sale, post-sale
customer service aspects of our Sales and Service Specialists;
- Actively contribute to
the success of the company by participating in incentive and discount
decisions, systems, process and tracking.
- Manage and understand
the booking process from start to end.
- Direct a small but experienced
staff of around 20 people.
Create, lead and implement a culture focused around extraordinary service,
revenue generation, sales strategies, guest centricity, training and
- In conjunction with Finance
and Human Resources, design and administer incentive programs;
- Implement internal and
external training program to ensure that all Sales and Service Specialists
are trained on the current reservation system, company software programs,
company and departmental procedures, and general sales and communication
- Ensure that all sales staff
is knowledgeable and up to date on all products through continued (educational
field trips) and in-house training;
- Ensure a convivial and
fun environment is maintained, reflected in retention of employees and
morale of department, and reduced stress and overtime;
- Directly supervise the
Manager of Sales.
closely with Marketing, Operations, Inventory Control, IT and outside
Air Department to make sure each are providing sales staff with ongoing
tools related to all products.
- Engage management team in
discussions concerning revenue maximization including yield management
and phone selling techniques.
- Ensure our Outsourced air
department is operating efficiently and effectively.
- Manage the staffing of
department to optimize sales and control overhead;
- Monitor and ensure that
budgets are met and maintained.
- Provide Management Team
with regular budgetary updates, suggest innovations and make recommendations
that foster a clear picture of the Sales and Service Department;
- Provide clear and precise
metrics that help us measure all facets of the Call Center.
Bachelor’s degree, minimum of 10 years experience in a senior
leadership/ management role, minimum of 5 years experience managing
a call center, strong decision making skills, extensive knowledge
of world-class call center standards and industry practices, demonstrated
organization and leadership skills, excellent oral, written and
interpersonal communication skills, strong human resource skills,
a compassionate nature, and strong customer service ethic.
Strong financial acumen, quick thinker, broad minded and flexible,
forward thinking, excellent people skills, strong negotiation skills,
creative thinker, and entrepreneurial attitude.
The Director of Sales and
Service must be compassionate, empathetic, good at building group
consensus, willing to learn from others before making decisions, respect
the knowledge and tenure of seasoned employees, and be willing to
admit a lack of knowledge in any given area combined with a fierce
determination to find the answer.
While performing the duties of this job, the employee is frequently
required to sit, talk and hear. The employee will also be required
to write and type. The employee is occasionally required to stand,
walk, and reach with hands and arms. The employee must frequently
lift and/or move up to 10 pounds and occasionally lift and/or move
up to 50 pounds.
FOR THIS POSITION
If you have filled out an Application (Form B) with Yours In Travel Group
(within this year) please DO NOT fill out an Application
on this site (Executive Registry).
Yours In Travel Group is owned by P. Jason King Associates, Inc. and we
utilize the same proprietary database. Thank you.