General Manager, San Antonio Operations

Travelocity is currently seeking an experienced and professional Sales and Customer Care leader to join our team. If you believe in customer intimacy, have a passion to communicate with your team and a desire to inspire others to win - this may be the place for you! This is an opportunity to be a leader and enjoy what you do every day. It’s an incredible opportunity to be a driving force in helping both Travelocity and its Sales team achieve its goals! The primary responsibility of the General Manager is to provide customer service leadership to all facets of the Sales and Customer Care team in San Antonio. Working with the management team, both in San Antonio and in the Dallas Headquarters, the GM will drive to exceed our inbound service level metrics as well as contribute to 100% sales performance. You will manage a team of approximately 400 to 500 people - including managers, supervisors, Sales and Customer Care agents, as well as Ticketing and advanced Customer Care issues. This position will be responsible to provide strategic direction, support and leadership for the operation of the San Antonio Sales and Customer Care Center and for the implementation and management of operational processes and best practices in the areas of sales, customer service, ticketing and e-care services. Provide motivation, communication and development for the Center’s management and supervisory staff. Lead by example and drive extraordinary results. Encourage and environment of open and honest communication, to both the management team and to the agents, to ensure issues are surfaced and addressed and solutions are provided.

Provide motivation, communication and development for the Center's management and supervisory staff. Drive an effective level of communication, both upwards and downwards, to ensure issues are surfaced and addressed and solutions are provided.

• DUTIES OF ALL TRAVELOCITY GENERAL MANAGERS, Sales and Customer Care:
• 1. Provide leadership and support to all positions that report, directly or indirectly, to the General Manager of the Center.
• 2. Ability to build talent by providing regular performance feedback, coaching others in the development of their skills, and by effectively confronting problem performers directly.
• 3. Strong relationship building skills: develops and maintains constructive relationships with others and manages disagreements effectively.
• 4.Work as part of the Sales & Customer Care Leadership Team to strategically develop, implement and manage operational processes and best practices in the areas of sales, customer service, ticket fulfillment training and e-care services.
• 5. Work as part of the Sales & Customer Care Leadership Team to ensure efficient and timely roll out of all programs, review current processes and provide strategic direction.
• 6. Develop or enhance processes that will improve sales conversion/effectiveness, enhance the customers’ experience, provide for world-class customer service, productivity.
• 7. Identify root causes of, and communicate to senior leadership, potential errors and losses within air, car and hotel and/or leisure operations. Develop solutions and implement.
• 8. Establish an environment of open communication of the issues as well as a culture of continuous improvement that promotes employee development, employee involvement, service excellence and an employee friendly environment.
• ·Strong communication skills: creates an environment in which people communicate honestly and openly; and information is readily shared.
• ·Strong drive for results. Demonstrates and fosters a sense of urgency and strong commitment to achieving goals.
• ·Strong persuasion and influencing skills
• ·Ability to engage and inspire commitment to a vision and plan of action
• ·Ability to foster a sense of teamwork and cross functional collaboration
• ·Ability to gain the confidence and trust of others through principled leadership and sound business ethics.
• 9.Develop and manage the Center’s operational and capital budgets as well as have major inputs to the Sales & Customer Care Team’s overall budget strategy.
• 10.Manage internal and external communication between departments within the Center, between the Center and other Travelocity Centers and functional areas, and between the Center and partners, product line owners and vendors. Drive open and honest communications between all facets of the organization as well as throughout Travelocity.
• 11.Engage the Center’s team in developing and maintaining focus on customer and partner satisfaction, operational efficiency and employee satisfaction
• 12.Ensure that a safe and positive working environment is maintained throughout the Center.
• 13.Ensure that all employees at the Center are supplied with the equipment, tools and supplies required to perform all job functions.
• 14.Provide input to the centralized operations team in DFW to adequately staff the Center for all positions to assigned levels to meet Center forecasted productivity and service level requirements. Immediatley surface any issues or shortfalls to the senior management team for resolution.
• 15.Manage performance on all programs to meet and exceed all customer, partner and company requirements
• 16. Provide guidance and direction on the management of the day to day functions of all departments within the Center
• 17. Ensure that training requirements for all Center employees are identified and communicated to the Employee Development team.
• 18. Establish and develop relationships within the community through associations, organizations and events DUTIES SPECIFIC TO THE GENERAL MANAGER, SAN ANTONIO OPERATIONS
• 1. Direct the daily activities of the Manager, Sales & Customer Service; Manager, Ticketing; Manager, Distribution; Manager, Consumer Relations; Manager, Local Operations – SAT; Supervisors, and CSR’s.
• 2. Facilitate and support the daily activities of the staff of other functional areas housed within the Center, e.g., Quality Assurance/Virtual Service, Training, Human Resources, Technology, Facilities, Finance/Accounting, etc. STAFF MANAGEMENT AND FINANCIAL IMPACT
• 1. Direct and/or indirect management responsibility for 600-700 employees
• 2. Responsible for the sales contributions of the San Antonio Sales & Customer Care team to achieve the financial goals of one of the world’s most recognized On-line travel agency.
• 3. Responsible for an annual multi-functional operational budget in excess of $10 Million annually in San Antonio.
• MINIMUM YEARS OF EXPERIENCE REQUIRED:
  
• Minimum of 10 years of leadership experience, (Strong preference for experience within the travel industry)
• 5-10 years of senior level call center experience required.
• 5-10 years managing an inbound sales team preferred MINIMUM LEVEL OF EDUCATION REQUIRED: Bachelor’s degree or equivalent experience

Operations Specialist

Travelocity is the leading online travel site, providing reservations capabilities for 700+ airlines, 55,000+ hotels and 50+ car rental companies to more than 32 million registered members.

• Resolves and handles all operational problems and makes necessary decisions to ensure efficient and economical operations
• Monitors headcount requirements and takes necessary steps to ensure adequate staffing for a 24/7/365 hour sales and customer contact center operation.
• Monitors call center service level performance and reacts accordingly to ensure that service level goals are met in various departments.
• Administers and monitors time away from work based on pre-approved allocation for various departments.
• Coordinates training, team meetings and all other off phone activities.
• Updates and accurately maintains the daily roster and Operations database.
• Processes and distributes daily, weekly, & monthly reports.
• Assist sales and customer care agents in operational requests
• Additional assignments as required.

• Minimum of three years call center experience preferred.
• Strong working knowledge of call center operational systems (Aspect/TCS Workforce Management System and call center Phone Systems (Rockwell, Aspect, Avaya, etc.) and Real Time Displays.
• Strong working knowledge of Microsoft Office Package.
• Must be able to work rotating flexible shifts, to include overnights, weekends and holidays.
• Must be able to work with little or no supervision.
• Excellent interpersonal skills and strong analytical/problem solving skills required.
• Excellent organizational skills.
• Proactively identifies and resolves staffing & department issues.
• Must be able to effectively and efficiently communicate via phone and in writing.
• Team player and ability to hold a customer as top priority -- a must. STANDARD POSITION REQUIREMENTS
  • High School Diploma