Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,.Responsible for development and administration of annual department budget to attain business goals with operational stability,.

Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,.

The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The Director of Contact Center executes the vision for the operation insuring the Call Center meets customer and organization needs. Presently all calls are of an inbound nature. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Core duties include management and leadership of processes for the continuous improvement of the customer experience.

The Director of Contact Center is responsible for the strategic planning and execution of all Call Center operations. Trav Lynxoffers a family of industry proven brands – InnLink serves mid-tier limited service properties InnVite supports upscale, full-service hotels, boutique and resort properties and VisitUs is the reservations and booking platform for Destination Marketing Organizations (DMOs) and Convention and Visitors Bureaus (CVBs). With its state-of-the-art booking technologies and distribution systems, Trav Lynxpowers over 5,000 independent hotels, chain properties, resorts and destinations worldwide. Celebrating 20 years of success, Trav Lynx is a technology leader in Central Reservation Services, delivering the most comprehensive reservations and revenue management solutions with award-winning customer service in the hospitality and travel industry.

Director of call center operations