Director - Call Center Operations - Aramark - Phoenix

Job description
The Director of Call Center Operations provides leadership and day to day management of the centralized reservations channels; call center and electronic distribution functions for Aramark Leisure. This position will be responsible for the development of long term strategic initiatives and short term tactical opportunities to improve efficiencies, conversion, revenue generation, employee engagement and support to the properties serviced.
Responsibilities will include oversight of all aspects of call center management including inbound sales and customer service, quality assurance, recruitment, workforce management, training, incentive programs, reporting, budgeting, vendor relationships and performance management. This individual will also be responsible for rate and inventory management and third party channel development and relationships.

Additionally, this position will have content management oversight related to evergreen content located within central reservations system, property websites, intranet, and external third party/GDS channels.

A key initiative in late 2014 will be to drive technology advancements through the installation and implementation of an integrated, all-in-one multi-channel communications platform in conjunction with internal IT team and vendor.
Strong collaboration with sales and marketing and revenue management to optimize support of property initiatives
Mentoring, training and development of employees
Budget development and adherence related to cost structure, services and support
Development and maintenance of reporting processes to support senior leadership and property personnel
Vendor relationships, contract review and recommendations including reservations systems, telecom, third party channels
Presentations to senior leadership on operational performance
Establishes service levels and executes process and procedure to achieve and communicate to constituents
Primary contact with property personnel related to product, service opportunities and enhancements to drive sales
Key client contact related to service delivery and requirements
Sales training and recurrent training programs and execution
Review and management of compensation and incentive programs
Implement customer service benchmarks and programs to evaluate effectiveness
Actively engaged with marketing and data management firm to identify, design and implement reporting processes to manage the business
Review and optimize rate loading process and presentations to optimize reporting capabilities and guest/agent experience
Partners with revenue management and properties to review and optimize property revenue management processes and proactive marketing efforts to drive revenue
Responsible for annual Operations plan for each functional area to support budget recommendations and drive efficiencies within the operation
Works closely with IT to establish internal reporting processes and automation opportunities
Proactively identify and drive development and enhancements to improve the use of central reservations system.

Desired Skills and Experience
Bachelor’s Degree in a related field or an equivalent combination of work experience and education preferred.
A minimum of 7-10 years experience at the Director level in call center management preferably in the travel/hospitality industry
Strong leadership capabilities
Highly effective communicator with strong presentation and interpersonal skills
Effective collaborator that can marshal resources throughout the organization to accomplish goals
Strong technical contact center background with experience in implementing new systems including ACD/IVRs, workforce optimization solutions, quality management applications, and multi-channel support such as web chat. Experience using Interactive Intelligence or a similar unified contact center communications solution preferred.
General understanding of Global Distribution Systems and Online Travel Booking sites
Strong analytical skills required along with the ability to leverage reporting tools and provide relevant analytics and recommendations

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