Omega World Travel is a full service travel company. Our goal is to be the number one resource for every aspect of travel. Our professional team is dedicated to making every travel experience an easy, secure, and successful one. Our services are wide ranging and customized to meet your needs. – Business Travel & Corporate Travel Management (SMMP certified) – Government & Military Travel – International Services – Meetings & Incentives – Convention Housing & Registration management programs – Consultation Services – Technology Solutions – Online Expertise – Fulfillment – Global Network – Leisure Travel & Cruises With 100 locations worldwide and over 420 associates/employees, Omega World Travel is a top ten, privately held U.S. travel management firm integrating technology solutions & multiple services. Omega delivers quality, savings, value AND innovation!
Omega World Travel, one of the leading travel management companies, is looking for a Call Center Manager. Remote work available.
Responsibilities:
- Provide hands-on management to the call center team, leading customer service discussions to resolve end-user issues.
- Manage, motivate, and provide continuous support to call center agents.
- Remain visible and accessible to staff, addressing questions and offering guidance.
- Handle escalated calls and incidents and assist agents as needed, ensuring a thorough understanding of issues faced by call center agents.
- Monitor queue(s), track inbound calls, and ensure agents know key metrics like call waiting, abandonment rates, etc.
- Present performance and monitoring reports periodically.
- Develop recommendations for improving customer service operations based on best practices.
- Other duties as needed
Qualifications
- Thorough knowledge of travel agency operations, including operations and back-office processes
- Excellent customer service skills
- Strong leadership and team-building skills
- Superb communication skills and entrepreneurial spirit
- Minimum of 5 years travel agency experience
- Innovative problem solver and critical thinker
- Call center management and operations experience required
- Working knowledge of Sabre, Apollo and/or Galileo
- Proficiency in Microsoft Word & Excel; Google Docs
Omega World Travel is an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
EOE of Minorities/Females/Vets/Disability/Sexual Orientation/Gender Identity.
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