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Associate Director

4.00 to 9.00 Years   Gurugram   18 Oct, 2021
CARLSON WAGONLIT
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryTravel / Tourism
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

*

  • Manages profitable operations through leadership & staff
  • Motivates and supports staff to ensure that productivity, accounting, human resources, and operational standards are met at the lowest possible cost per transaction.
  • Monitors service and quality on a day-to-day basis.
  • Ensures retention of client by maintaining KPIs and partnering with Account Management in proactive communication with the client.
  • Analyzes and identifies problem areas or unusual matters of significance and takes immediate corrective action where necessary or suggests alternative courses of action to be taken.
  • Ensures proper staffing levels to achieve or exceed company productivity/service quality standards.
  • Controls operating expenses.
  • Analyzes P&Ls and prepares budgets and profit improvement planning.
  • Identifies telecommunication, technical advances and process improvements. Initiates project and make recommendations to management and customer to improve profitability of the RBTC.
  • Develops and maintains communications with senior management to ensure that they are advised of all operation changes and progress.
  • Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
  • Maintains a working relationship with all Carlson Wagonlit Travel departments to foster communication thus maximizing employee morale, productivity, and efficiency/effectiveness, through best practices.
  • Performs other duties and responsibilities as required or requested, including special projects.
  • Manages personnel functions to staff and retain qualified and competent personnel through effective recruitment, supervision
#LI*LJ, *
  • Demonstrated process improvement skills
  • Prior management experience in a corporate call center with a 24hr/7 day operation.
  • Knowledge of automated reservations systems, general familiarity with supplier, wholesale airline, and rental car for commercial operations.
  • Specific experience with P&L accountability.
  • 10+ years working in a customer service environment, with 4+ years of people management experience
  • Contact center experience
  • Strong understanding of workforce management, telecommunications and IT or MIS applications.
  • Position has important impact on costs or profits. Errors or poor handling could cause loss of accounts or costly corrective action. Position has budget accountability.
  • Excellent knowledge of financial operations, goal oriented and strong leadership ability, strong inter-personal skills
  • Excellent verbal and written communication skills
  • Strong business acumen
  • Expert knowledge of customer service satisfaction requirements
  • Excellent problem solving skills
#LI*LJ

Keyskills :
reportingsenior managementbusiness acumencompliancepeople managementcustomer serviceproblem solvingfinancecustomer relationsadvisoryhuman resourcescorrective actionaccount managemcall center

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