Heritge Golf Collection



 The Manager of Reservations and Vacation Packages is responsible for the strategic planning and execution of all Concierge Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.   The Manager executes the vision for the operation insuring the Concierge Call Center meets customer and organization needs. The successful Manager is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Primary Responsibilities 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, Responsible for development and administration of annual department budget to attain business goals with operational stability, Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, Develop, implement and maintain effective internal and external development programs Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center, Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision, Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction, Manage and expand client and coworker relationships, Find and close new revenue opportunities within the existing client base, Insure compliance with regulatory agency guidelines and standards. Working with various business partners and developing new and exciting vacation packages for the consumer


Must have the following: 
Minimum 5 years of Call Center/Contact Center management experience,
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
Exceptional ability to develop and manage results-oriented recruiting and training programs,
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
Computer Skills: Microsoft Outlook and Word with advanced Excel skills 
Occasional travel to clients or trade show required.
Knowledge of Golf a plus 


Competitive base salary commensurate with experience,
Performance bonus program


Apply By Email Call to Apply 843-422-4656