Vice President, Operations - BCD Travel (Texas)
Job Summary:
Responsible for leading the operations of 3 contact centers/300+ employees, including operational performance of the company, ensuring company goals for service, productivity, and profitability are continually met. The primary goal of this position is to improve the overall operational effectiveness of the company, with particular emphasis on customer service, productivity, cost controls and overall business success.
Responsibilities:
Operational Knowledge and Application
* Strong understanding and application of a client policies and processes, determining the impact to the operation team as changes are implemented and actively communicates the impact and provide potential alternatives to the Account Management team
* Provides direction and measures the impact to the operation of travel supplier rules and changes, mitigating the impact of changes to the operation
* Oversees, provides guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
Quality
* Reviews operations performance reports and provides direction and implements programs to improve the performance of the operations against goals
* Leads the team in error reduction efforts, providing direction, measurement and reviews of progress against goals
Service Excellence
* Ensure customer satisfaction is measured and goals are met; implementing plans for continuous improvement
* Serves as the primary liaison between the Account Manager and the operational staff; ensuring all client needs are met
* Reviews customer servicing metrics; seeking and implementing improvements and ensuring goal levels are met
* Serves as the escalation point for client and/or customer issues, ensuring customer satisfaction
* Provides direction to the team for improved customer satisfaction
* Balances the needs of the customer/client and operational need to ensure efficiency and effectiveness
* Regularly meets with the Account Management team to review performance and make improvements for improved client/customer satisfaction
* Meets with the client as requested as the primary contact for Operations
Teamwork
* Reviews or assigns the review of operational processes and the commercial relationship with customer, provides and implements suggestions for improvement
* Assists team efforts and provides direction to the team to move market share to BCD Travel preferred suppliers
* Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning
* Provides team feedback, coaching and development on performance through regular meetings, annual performance reviews and ad hoc coaching
* Oversees and assists the team members in balancing priorities and managing their workload so operational KPIs are consistently achieved
* Works with performance and budget data to maximum the effectiveness and efficiency of the team
* Creates a positive work environment
* Responsible for overseeing employment related act ivies such as hiring and on-boarding of new employees, disciplinary actions and terminations
* Maintains the highest level of integrity as a representative of the company; abiding all company policies and procedures
General Management Responsibilities
* Sets the department goals and direction to support the achievement of the organization's goals
* Implement and ensure tracking against goals including regular communications to the staff of progress
* Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement
* Monitors and controls departmental expenses, seeking and implementing improvements to improve the profitability of the operations
* Leads the effort to implement new business implementations (client, technology, processes, etc.) successfully and on-budget
* Manages all aspects of the operation budget, including forecasting and budget planning and performance against budget
* Validate and approve staffing needs and requests and presents to leadership for improvement
* Responsible for all assigned administrative tasks
* Identify and communicate risks, issues, benefits and mitigation plans to the operations and/or the customer
* Delegates work to others for improved results and individual growth as applicable
* Participate in sales and marketing activities and offer operational assistance to meet company sales and growth objectives
Administrative Tasks
* Oversees and provides guidance on quality management initiatives such as error management
* Completes administrative tasks as required
* Ensures root causes are identified and the successful implementation and measurement of improvement initiatives
* Leads and manages key projects for the operation or participates as an active member of a project team
* Conducts meetings and training sessions as appropriate
* Oversees Disaster Recovery plans and efforts
* Manages overall needs of the operation and provides assistance and direction
Qualifications
Essential:
* Bachelor degree, or equivalent work experience
* Travel Industry experience
* Prior contact center/customer service delivery leadership role with a minimum of 5 years' experience
* Prior managerial experience of 7+ years
* Prior budget and cost management experience Extensive knowledge of contact center solutions, customer recovery solutions and overall industry expertise in a high volume corporate travel programs
* Knowledge of word processing, spreadsheets, presentation applications and email software
* Flexibility, entrepreneurship spirit and ability to bring a concept to fruition
* Ability to travel on a regular basis
* Ability to work nights and weekends when needed
Preferred:
* College degree, studies in Business Administration
* Thorough knowledge of BCD Travel products and services
* Six Sigma/DMAIC project management certification
* Proficiency in Microsoft Office applications
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
