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Operations Manager - Call Center 2nd Shift

Travel Incorporated • Duluth, GA, US • published 2026-11-03 03:17:06.367740

Description

We are looking for an experienced and results\-driven Operations Manager with a proven background in leading teams within a 24/7, 365\-day contact center/call center environment. Second shift, hybrid role. If you excel at developing talent, improving team performance, and enhancing customer experiences within the travel industry, this is an excellent opportunity to showcase your skills! Experience in corporate travel is a plus. **WHAT YOU’LL BE DOING:** * Lead and oversee a team of travel consultants within a 24/7 inbound call center environment. * Provide coaching and mentorship to call center employees when navigating complex customer service situations. * Establish monthly, quarterly, and annual call center objectives and develop action plans to achieve them. * Support the Quality Assurance (QA) program by ensuring the team consistently meets or exceeds established quality standards and providing individual coaching when necessary. * Hold regular one\-on\-one coaching sessions and facilitate recurring team meetings. * Ensure individual and team performance goals and targets are consistently achieved or exceeded. * Partner with Workforce Management to maintain appropriate staffin...

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