Director, Reservations

Director Reservations Needed in Calabasas Job Description The Director, Reservations is responsible for measuring, planning, and executing Contact Center operations, in alignment with the VP, Reservations. Core duties include supervising the management teams of the department, evaluating current processes and enhancing methods, reviewing KPIs to have meaningful conversations for kudos and improvements, and overall continuous improvement of the customer experience. Tactical emphasis is on customer care, quality assurance, workforce planning, counseling, coaching and training. Performance metrics include call efficiency, wrap time, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, upselling, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Directors success is measured by the organizations ability to provide high quality services while meeting KPIs, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. In the FIT Department, a majority of the calls are of an inbound nature, while in the Directs Department, most calls are outbound in nature. The Director, Reservations, executes the vision for the operation ensuring the Contact Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue. Responsible for development and administration of business goals with operational stability. Deliver results agains Skills Required 5+ years of call center or sales exp. Supervisory exp. Exp managing KPIs and building a team. Ability to council employees and offer suggestions to mgmt. Background in managing schedules. Skills Preferred Travel, hotel or tour exp a plus

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