Status: Full-time position
Location: Albuquerque, NM
Deadline Date: Until Filled
Date Available: 9/19/13
Job Summary: Blue Sky Tours, a leading wholesaler to Hawaii, has been selling custom designed vacation packages since 1981. Blue Sky Tours is currently looking for a talented Customer Care Manager to join its team. For additional information please see.
We hire top talent to create the best products and deliver the highest level of customer service. The strength of our company is outstanding people caring about the people we serve. If you strive for excellence and have a high level of integrity, we're interested in you!
The Customer Care Manager is responsible for developing and maintaining a professional team capable of maximizing potential sales and exceeding our customer's service expectations. Ensures calls are answered efficiently and within the goals of the brand. Provides feedback and suggestions for increased business opportunities and profitability.
Qualifications: Bachelor's degree (BA) from four-year college or university; or three or more years related experience and/or training; or equivalent combination of education and experience.
Travel industry knowledge or experience.
Call Center/Customer Service leadership experience.
Administration and Management
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique and coordination of people and resources.
Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Education and Training
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups and the measurement of training outcomes or effectiveness.
Knowledge of arithmetic, algebra, geometry, calculus, statistics and their applications.
Knowledge of principles and procedures for recruitment, selection, training, compensation and benefits, team member relations and HR information systems.
Knowledge of principles and methods for selling products and services including sales techniques and sales control systems.
Proficiency with resource planning
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Management of Material Resources
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
Management of Team Resources
Motivating, developing, and directing people as they work, identifying the best people for the job.
Bringing others together and trying to reconcile differences.
Persuading others to change their minds or behavior.
Judgment and Decision-Making
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
use of Strategic Coach tools and principles.
Learning from Past Experience
Understanding the implications of new information for both current and future problem-solving and decision-making.
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Being aware of others' reactions and understanding why they react as they do.
managing one's own time and time of others.
Proficiency with Microsoft Office, VAX systems, workforce systems and sales reporting systems.
The ability to add, subtract, multiply or divide quickly and correctly.
The ability to listen, understand, and communicate information and ideas in speaking so others will understand.
The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
The ability to tell when something is wrong or is likely to go wrong and generate possible solutions.
Selective Attention and Multitasking
The ability to concentrate on a task over a period of time without being distracted or the ability to shift back and forth between two or more activities.
The ability to read, understand and communicate ideas in writing.
The ability to sit, type, and/or be mobile for extended periods of time.
Duties: Deliver the end-to-end experience to each customer that contacts (chat, e-mail or voice) the call center.
Be an active member of the leadership team driven to create and implement strategies to meet the brand goals.
Coordinates the implementation of sales and service strategies within customer care as well as assessment and feedback to the brand leadership team. Coordinates and communicates with internal departments to improve the customer's experience and maintain an efficient, growing and profitable organization.
Manage, motivate and retain a team of supervisors, including trainers, that manage a team of customer care specialists.
Monitor trends based on calls, issues, queries, and make recommendations on how to improve the quality of service to increase 1st call resolution.
Recruit, hire, retain and develop methods to maintain an efficient team capable of achieving sales goals.
Review the performance and identify training needs corrective requirements and develop plan of action.
Provides career path within the department and company to assure succession plans and resources for growth.
Ensure superior customer service, problem resolution and effective procedures and processes throughout the department.
Achieve sales objectives established by the brand through communication, training, coaching and positive reinforcement of team.
Maintain up-to-date knowledge on industry developments and involvement in network groups.
Build and maintain a culture of customer centricity.
Oversee quality monitoring program.
Participate, handle and coordinate special projects.
Assists in developing and meetingdepartment budgets.
Provides input on scheduling and forecast models.