Director, Operations

The purpose of this position is to manage the call center operations, to oversee daily operations and office productivity levels, to provide an open and positive work environment, to be a resource for the employees, focusing on high quality operations and team building, to provide a high level of customer service to all customers (internal and external) while producing maximum efficiency and profitability. Work with agent teams and leadership teams to mentor, coach, and develop strong performing teams.

8:00am - 5:00pm CST

Develop communication and engagement plan for entire team including remote employees.
• Management and development of managers, assistant managers and/or supervisors and employees regarding the operations in a manner consistent with corporate policy.
• Responsible for all personnel issues, including but not limited to hiring employees, training and employee development, communication of corporate policies and procedures, team building, conducting performance reviews, salary reviews, analyzing turnover trends, handling disciplinary action/terminations, while maintaining a positive work environment.
• Review financial reports related to operational responsibilities and budget review analysis to ensure profit goals are achieved. Make adjustments as needed to achieve income, expense and profit goals. Review accounts receivable to ensure timely payments are received from clients in accordance with corporate policy.
• Responsible for maintaining excellent customer service levels, providing proactive travel management services, as well as seeking new business for increased revenue. May work with Sales staff and/or Account Managers to prepare corporate proposals. May negotiate contracts with clients and vendors.
• May coordinate community promotional activities, handle local advertising exposure, and travel display work.
• Must maintain regular and reliable attendance.
• Partner with sales on potential new business.
• Partner with Account Management to ensure client satisfaction and retention.
• Responsible for customer service of accounts as assigned.
• If located in a branch office, responsible for team building of all agents, even if not direct reports.
• Develop and execute annual business plan to meet overall company objectives.
• Analysis and benchmark agent goals and productivity measurements.
• Work with managers, supervisors, and agents to meet and exceed productivity goals.

• Manage operational reports, such as but not limited to BANX, eTTek Performance.
• Mentor and develop other Operations Managers as needed.
• Other duties as assigned.

* Consider if mandatory travel is required as part of the job. If so, include the following (remove global if necessary): Domestic (and global) travel is a requirement for this position. An accommodation may be considered under the Americans with Disabilities Act, but a bona fide reason must exist. The company will engage in the interactive process as necessary.

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• High School Diploma or equivalent is required.
• Associates degree or higher preferred.
• Requires three to five years' experience in the travel industry with at least 5 years in a leadership position managing employees (including at least 3 years in a management position).

• Must have basic MS Office skills (Outlook, Excel, Word), accounting basics, and basic statistical knowledge required.
• Must have excellent people skills to enable interaction with internal departments, Account Management, Sales, and customers.
• Must understand that exceeding customer expectations is #1 by instilling a sense of urgency.
• Must be able to analyze data such as agent productivity reports in order to achieve results.
• Responsible for a minimum client base of 150,000 air transactions and $2,000,000 in operational profit.
• Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

This role is based in the US.

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