Director of Sales and Service

The Director of Sales and Service is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. 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. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The Director of Sales & Service executes the vision for the operation ensuring the Call Center meets customer and organization needs. 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.  Key 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 Quality Assurance (QA) programs fostering continuous improvements and exceeding Service Level Agreement (SLA) performance, Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels  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 ensure satisfaction, Find and close new revenue opportunities within the existing client base, Ensure compliance with regulatory agency guidelines and standards. Work closely with internal partners to identify and resolve issues impacting customer experience Identify process gaps affecting customers and/or business efficiencies, and develop solutions Provide support, direction, and leadership in reservations services in accordance with brand standards, sales objections, performance, and quality assurance indicators established Perform other as defined.