Returning Candidate?

Director of Call Center Operations - Travel

Director of Call Center Operations - Travel

Job ID 
# of Openings 
Posted Date 
Customer Service/Support
Work Hours 

More information about this job


Job Description:

This position is a strategic leader with a focus on the development of long term initiatives and the deployment of those initiatives as well as the coordination of the overall service delivery activities and processes.  The Travel Operations Director will have oversight of an inbound service center supporting travel booking requests within a 24/7 environment requiring a presence at times in various hours of the day.



  • The role requires a structured leadership approach, working within a range of established processes for managing their teams and their clients, always providing innovative solutions to ensure the team is delivering top quality service.
  • This key position will have up to eight direct reports working with their teams, peers, clients and related business units to develop and implement plans to address any areas of concern/risk.
  • She/he is expected to ensure a pipeline of talent, hire highly skilled leadership and have a solid recruiting plan.
  • The leader is accountable to engage and inspire the entire department while driving results and pivoting quickly through times of difficult change.
  • She/he is accountable to develop and grow the team members to foster an environment of promoting within where possible.
  • The leader has ownership of ensuring controls are in place to mitigate financial risk and brand impact with continual communication with relevant departments to assist with deploying projects.
  • A robust Business Continuation plan is required to be kept up to date and tested on an ongoing basis.



  • Knowledgeable of complex travel service delivery operations and processes with two plus years of relevant management experience including a history of leading teams of 100 or more.
  • Excellent interpersonal skills including written and oral communications.
  • A campaigning and inclusive style of leadership, supported by clear understandable strategies with a strong focus on results.
  • Bachelor’s degree in related field. MBA or other advanced degree is a plus.
  • Advanced analytical and problem solving skills with experience in root cause, statistical variation, correlation analysis and benchmarking.
  • Ability to simplify complex situations; ability to make sound judgments; ability to research and analyze various types of data to drive change.
  • Demonstrated ability to work collaboratively to interact easily with all levels within the organization; tactful; mature; flexible.
  • Must have the necessary drive and ability to lead change to implement initiatives
  • A self-starter that can formulate, align and execute strategic and operational goals in a fast-paced, high-energy environment.
  • A burning desire to get things done. Demonstrates a sense of urgency to overcome obstacles and achieve measurable results. Resourceful and driven.
  • Exceptional planning, organization, delegation and decision-making abilities.
  • Demonstrated success in managing people and projects to deliver results under tight deadlines
  • Demonstrated success building business cases and persuading stakeholders using data.
  • Previous proven abilities to properly balance staffing with performance and financial goals