Contact Center Manager

Contact Center Manager

Pleasant Holidays, one of the largest travel wholesalers in the United States specializing in vacation travel to the Hawaiian Islands, Caribbean, Central & South America, Europe, Mexico, Middle East, South Pacific (Australia, Cook Islands, Fiji, New Zealand & Tahiti), Japan & Asia, the United States & Canada, and cruise vacations worldwide, is seeking a Contact Center Manager.

Pleasant Holidays is a subsidiary of the Automobile Club of Southern California, a diversified insurance, roadside assistance, financial services and travel organization serving AAA Members for more than 100 years.

Primary Duties:

• Oversee the contact center, including maintaining the departments’ ability to provide the maximum level of sales and service to the client in the most pleasant, efficient and cost effective manner.

• Optimize the use of reservations staff to ensure all contacts, phone, email and chat are handled quickly and efficiently meeting all KPI standards.

• Interview, select and develop training for supervisors and lead agents.  Maintain goals for production and efficiency for the supervisory staff, perform salary and performance evaluations, counsel and advise regarding serious disciplinary matters and assist with agent reviews, monitoring and coaching.

• Monitor and analyze department performance with the Director of Journese and the cruise desk to ensure all brands are working to maximum efficiency. 

• Work with other departments to resolve escalated customer issues and identify problem areas and direct the supervisors on how to resolve them.

• Organize and develop methods for distributing information from outer departments and to ensure the maximum level of interdepartmental communication.  Make recommendations to correct existing procedures, and resolve problems when necessary.

Secondary Duties:

• Participate in recruiting Reservations new hire classes as necessary with HR.

• Oversee equipment problems and work with IS to resolve in a timely and efficient manner.

• Develop and encourage smooth inter-department relations and conduct staff meetings to ensure good communication.

• Performs other duties as assigned.

Prerequisites:

• Two years of managerial experience

• Ability to analyze information and make recommendations accordingly

• Strong written and verbal communication skills

• Proficiency in Word, Excel and Outlook

• Flexibility with hours and shifts

Location: Westlake Village, CA

The starting pay range for this position is $65,000 - $75,000 annually.  Additionally, you will be eligible to participate in our management incentive program based upon the achievement of certain corporate financial and personal business goals and objectives for Pleasant Holidays.

Benefits to working at Pleasant Holidays:
•    Medical (with prescription)
•    Vision
•    Dental
•    Flexible Spending Accounts
•    Paid Time Off for Holidays, Vacation, and Illness
•    Company paid Life Insurance
•    Long Term Disability
•    401(k) Plan
•    AFLAC Plans
•    Travel Discounts on all Pleasant Holidays packages, Hotel Rooms, Car Rentals, Tours & Activities. Discounts apply to family members and friends too!

Pleasant Holidays is one of the largest travel wholesalers in the United States, specializing in vacation travel to the Hawaiian Islands, Caribbean, Central America, Europe, Mexico, Middle East, South Pacific (Australia, Cook Islands, Fiji, New Caledonia, New Zealand & Tahiti), Japan, the United States & Canada, and cruise vacations worldwide. Pleasant Holidays is a subsidiary of the Automobile Club of Southern California, a diversified insurance, roadside assistance, financial services and travel organization serving 17 million AAA Members across 21 states.

Pleasant Holidays is an Equal Opportunity Employer

Pleasant Holidays will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws