The Director is responsible for overseeing and implementing strategic planning while also providing leadership and management for all Reservation Call Centers, Customer Care, City Ticket Offices and the Internal Help Desk. The Director oversees operations, supports the teams’ ability to achieve department Service Level Agreement (SLA) and Key Performance Indicator (KPI) goals, and provides an environment which prioritizes exceptional customer service and supports our company values. 

PRIMARY RESPONSIBILITIES:

• Lead and mentor front line and supervisory staff; delegating tasks as appropriate
• Identify and hire appropriate talent for any open reservation positions 
• Provide leadership through training, employee empowerment and motivation
• Define achievable targets and goals to ensure we meet customer and business needs
• Evaluate employee productivity, customer service skills, and demeanor, through regular call monitoring 
• Provide positive feedback and corrective input to foster continuous improvement
• Measure and adjust staffing needs as necessary to meet SLA and KPIs
• Handle escalation of customer concerns when necessary to meet customer expectations
• Provide regular communication and ongoing training with employees to ensure that they are up-to-date on all new information related to products and procedures
• Analyze and implement technology and process changes to improve effectiveness
• Develop and maintain department resources (e.g. playbooks, knowledge base)
• Meet call center financial objectives by preparing and managing an annual budget
• Embrace industry changes and lead the team to choose and integrate emerging technologies (e.g. online chat, social media)
• Collaborate with other company departments to support the overall company mission
• Develop and maintain relationships with industry and company business partners to collaborate efforts
• Additional duties as assigned 

QUALIFICATIONS:

• Bachelor&39;s degree or equivalent experience
• Front line customer service management experience, preferably involving sales by telephone
• Ability to dynamically analyze call center metrics to inform operational needs and decisions
• Excellent organizational, analytical, written and verbal communication skills
• Proficiency in spreadsheet and word processing software
• Previous airline or travel industry experience preferred
• Previous call center experience preferred
• Previous experience with an airline reservations system, such as Amadeus, preferred
• Must be knowledgeable about Cape Air and must embody, support and foster our values and core capabilities.