Contact Center Service Performance Leader

🔥 45 minutes ago

🇺🇸 United States – Remote

💵 $26 - $31 / hour

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Travel Corporation

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1920

🏨 Hospitality

💼 Consulting

✈️ Travel

Hospitality • Consulting • Travel

The Travel Corporation is a global travel and tourism company committed to providing transformative travel experiences. With a passion for exploring the world, the company offers a variety of travel styles and destinations, from guided luxury tours to tailor-made adventures. Their focus on sustainability is evident through initiatives like the TreadRight Foundation, which works to make travel a positive force for good by addressing impacts on the planet, people, and wildlife. As a family of brands, The Travel Corporation aims to fulfill the human urge for connection and learning through travel, while adhering to a sustainability strategy aligned with the UN Global Goals.

📋 Description

• Lead, coach, motivate, and develop a high-performing team of Contact Center Service Agents • Drive customer satisfaction, quality, resolution, productivity, efficiency, service-level targets, and employee engagement • Monitor individual and team performance daily and identify trends, risks, and improvement opportunities • Translate customer, quality, and operational data into targeted coaching and performance improvement actions • Conduct regular 1:1 coaching sessions and provide timely, actionable feedback • Identify training needs and partner with Learning & Development • Manage performance, attendance, conduct, and employee development according to company policies • Create individual development plans and support succession planning and career development • Participate in recruitment, interviewing, selection, onboarding, and integration of new Service Agents • Support agents with complex customer situations, escalations, and service recovery • Review customer feedback, quality evaluations, complaints, and interaction data to identify coaching and process improvement opportunities • Track daily, weekly, and monthly KPIs including customer satisfaction, quality, first-contact resolution, repeat contact, productivity, service level, and schedule adherence • Prepare performance reports and present results to the Contact Center Manager • Lead continuous improvement initiatives and support implementation of new technologies, service processes, AI-enabled capabilities, and operational improvements • Partner with Workforce Management, Learning & Development, Quality, Technology, Product, and other business teams • Monitor service queues, service levels, workload distribution, agent availability, and operational performance • Manage changing contact volumes, service risks, and operational priorities • Support operational readiness during peak periods, significant business events, disruptions, and major organizational initiatives • Achieve measurable improvement in coached agents’ KPIs, maintain or exceed 85–90% average QA scores, reduce repeat errors or escalations, maintain workload balance, and reduce Journal log errors

🎯 Requirements

• 2+ years previous contact center experience • Genesys Cloud experience is a big plus! • Previous leadership experience is preferred • Comfortable using data and reports to shape decisions • Calm under pressure and confident in high-volume service environments • An excellent communicator and collaborator • Familiar with Contact Center systems and performance metrics • Familiarity with Salesforce preferred • Proficient with computer systems including Microsoft O365 • Flexibility to work shifts, including weekends, and holidays, during peak booking periods as needed