Job Description

HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)

Manage overall performance and development of team members in selling and servicing of Delta Vacations products in Reservations, ensuring customer satisfaction and maximum profitability.

May be work from home or in-office at Delta Vacations Customer Engagement Center in Minot, North Dakota.

Full-Time Monday through Friday; 8:30 a.m. to 5 p.m. Occasional evening and weekend may be required as job duties demand.

ESSENTIAL FUNCTIONS

Coordinate, guide, and empower sales staff ensuring maximum profit for Delta Vacations by optimally handling incoming sales inquiries and following up on new sales leads and business opportunities.
Prioritize the workload of the appropriate staff to ensure quality service and maximum efficiency.
Ensure staff members have a clear understanding of their individual responsibilities and of the department’s goals, and how these relate to Delta Vacations business. Provide the necessary tools and training for designated employees to develop their knowledge and skills.
Provide coaching and development opportunities to supervisory staff.
Collaborate with appropriate departments in the development and delivery of formal training programs.
Serve as a collaborative leadership participant for the Customer Engagement Center. Provide support and guidance in creating a positive and inclusive working environment.
Develop and maintain collaborative relationships with key internal partners; provide updates on sales-related activities, feedback and recommendations on product line and policies.
Ensures policies, practices and procedures are followed.
Assist on escalated customer situations regarding questions and issues, authorizing goodwill gestures or refunds as needed.
Guide the appropriate staff in resolving customer-related issues as well as handle escalated issues.
Work with management to establish and track performance and sales goals. Generate and adjust systems to develop employees to achieve sales goals effectively and productively.
Research issues of misconduct and create a plan of action to address and correct. Prepare and deliver appropriate performance development documentation as needed.
Compile and analyze data and statistics relative to the appropriate staff’s performance measures and provide timely feedback.
Analyze call center metrics and goals to identify trends and areas for improvement. Work collaboratively with the management team to develop strategies for enhancing customer experience and agent performance.
Stay updated with industry standard processes, customer service trends and technological advancements related to call center operations. Share knowledge and insights with the team to cultivate a culture of continuous learning.
Regularly evaluate processes and procedures to make recommendations to enhance customer service, profitability, and efficiency.
Other duties and responsibilities as assigned.

OTHER DUTIES

Stay updated on Delta Vacations product lines and related policies and procedures as well as airline systems enhancements and changes.
Work with internal departments on resolving and troubleshooting system issues to enhance functionality. 
Produce, analyze, and distribute reports pertaining to assigned responsibilities.
Align with all corporate and departmental policies/procedures and applicable governmental regulations. Ensure corresponding compliance of team members.
Attend and participate in meetings that pertain to job functions.
Occasional travel as needed.

LEADERSHIP RESPONSIBILITY

Interview, select and train the appropriate staff.
Assist with preparing and administering the department budget.
Prepare and deliver the appropriate staff's performance and salary reviews in a timely manner.
Work with employees on any performance issues.
Proof marketing and communication pieces and make recommendations as necessary.
Escort and/or assist in educational trips as well as represent Delta Vacations at travel-related functions and joint sales calls.
Attend applicable training classes, presentations, and seminars.
Review product related industry updates.

BENEFITS AND PERKS TO HELP YOU KEEP CLIMBING

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta Vacations, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta Vacations employees. Exploring a career at Delta Vacations gives you a chance to see the world and Go Beyond the Fight while earning great compensation and benefits to help you keep climbing along the way:

Competitive salary, pro?t sharing program, and performance incentives
401(k) with generous company contributions up to 5%
Paid time off including vacation, holidays, paid personal time, maternity and parental leave
Comprehensive health bene?ts including medical, dental, vision, short/long term disability and life bene?ts
Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
Domestic and International space-available flight privileges for employees and eligible family members
Career development programs to achieve your long-term career goals.
Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
Recognition rewards and awards through the platform Unstoppable Together
Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals, Delta Vacations Packages, auto, home, and pet insurance, legal services, and childcare

WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)

Three years of experience in a supervisory role required.
Must demonstrate the ability to supervise and/or manage people.
Knowledge of Delta Vacations programs, policies, reservations systems and procedures required.
Strong customer service skills required.
Must demonstrate a strong attention to detail and mathematical aptitude.
Must have strong technical skills. Must have the ability to work independently and possess strong organizational and coaching skills.
Strong analytical and problem-solving skills with the ability to interpret performance data and make data-driven decisions to impact coaching.
Must have a strong customer-centric approach and thrive in a challenging environment.
Proficiency in using call center software and reporting tools.
High emotional intelligence and insight to relate effectively to team members.
Must be able to communicate with management, staff and customers effectively and professionally as well as demonstrate sound judgment/reasoning skills.
Ability to prioritize and successfully manage multiple projects/deadlines simultaneously. Must demonstrate strong public speaking and presentation skills.
Proven reliable and committed by maintaining excellent attendance, performance, self-motivation, and goal attainment. 
Consistently prioritizes safety and security of self, others, and personal data.
Embraces diverse people, thinking, and styles.
Possesses a high school diploma, GED, or high school equivalency.
Is at least 18 years of age and has authorization to work in the United States.

WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

Bachelor’s degree from four-year college or university; or equivalent work experience; or equivalent combination of education and experience.
Four years of travel industry experience preferred.
Marketing experience preferred.