Virtuoso
  • 05-Nov-2019 (PST)
  • Fort Worth, TX, USA
  • Full Time

Virtuoso is the leading international travel agency network specializing in luxury and experiential travel. The by-invitation only organization comprises over 1,000 travel agency locations with 20,000 elite travel advisors in over 50 countries through North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with 1,700 of the world's best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access.

 

Position Summary: To direct the operational activities of all Air Operations and Service Center service entities; including process documentation, call flow and quality programs, compliance oversight, reporting & analytics, and workforce management.  The Director is a role model and leader focused on exceptional customer service, creating and implementing solutions, driving efficiencies and making informed decisions in order to achieve maximum results by performing the following duties:   

 

Essential duties and responsibilities include the following. Other duties may be assigned.

  1. Provide leadership for the Service Center team, including articulation of strategy, setting goals/objectives, communication and creation of a positive business environment, support, motivation, and disciplinary actions as needed in accordance with company guidelines. Work with senior department leadership to ensure cohesive and consistent goals are employed across both teams.
  2. Coach/mentor and manage Supervisors/Managers in regard to goals and benchmark setting, employee development, communication and leadership growth.
  3. Manage multiple processes including: Service Center & Air compliance, workforce management, call quality, systems management, and reporting & analytics.
  4. Develop key process indicators (KPIs) and other quantifiable measurement tools to track results of the teams, as well as implement processes and procedures to increase efficiencies and profitability.
  5. Collaborate with Service Center and Air management on operational design and efficiency improvements needed to optimize individual performance of all agents/employees/contractors.
  6. In partnership with Virtuoso Leadership, spearhead strategic Service Center and Air initiatives and assist in leading staff in conjunction with achieving departmental and company action items and goals.
  7. Manage reporting of productivity and quality for both the Service Center and Air.
  8. Stay abreast of all major developments and innovation in Service Center management systems, policies and procedures. Partner with other departments across Virtuoso to improve member customer experiences. Perform any reasonable work requested that falls within the qualification but not specifically described as determined by Virtuoso Leadership.
  9. Some travel may be required.

 

Educational and Skills Requirements:

  • Bachelor's Degree or equivalent work experience
  • 7+ years in a leadership role
  • Strong coaching and mentoring skills
  • 7+ years of experience in operational and call center management
  • 7+ years as Air focused agent in either high volume corporate or high touch leisure agency
  • 2+ years of experience in front line Service or Account Management
  • Strong competency in the following: exchanges, changes, refunds, air resolutions, contracting and contract interpretations.
  • Experience in project or program management beneficial
  • Excellent organizational, written and verbal skills
  • Ability to bring simplicity, organization, and clarity to complex situations
  • Analytical dexterity ability to glean insights from data and understand what data is relevant
  • Ability to multitask, prioritize, and problem solve in a deadline driven environment
  • Strong interpersonal and customer service skills
  • Proficiency in MSWord, MSExcel, PowerPoint, Outlook required.

 

Virtuoso offers a competitive salary and full benefits package, including medical/dental/vision/life, a company matched 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

Virtuoso
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